Job Description
Job Description
The Sr. Workforce Analyst will be responsible for generating accurate forecasts for all lines of business, creating glide paths for average handle time (AHT) to measure agent performance improvement over time, and calculating the impact of new waves on daily metrics. Additionally, this role will involve staying up to date with trends and seasonality of the campaign, and proactively sharing anticipated increases/decreases due to holidays, promotions, or special days.
Job Requirements
The Sr. Workforce Analyst will be responsible for generating accurate forecasts for all lines of business, creating glide paths for average handle time (AHT) to measure agent performance improvement over time, and calculating the impact of new waves on daily metrics. Additionally, this role will involve staying up to date with trends and seasonality of the campaign, and proactively sharing anticipated increases/decreases due to holidays, promotions, or special days.
Job Requirements
Bachelor's degree in Administration, Engineering, or a related field or equivalent experience.
Minimum 3 years of experience in WFM, forecasting, or operational analysis.
Strong analytical skills with the ability to interpret complex data and make dat...