Supporting all functions of the workforce analyst, the Senior analyst communicates client and internal changes to all shifts within the Regional Workforce team supported. The incumbent serves as a resource between the Manager and the team to bridge knowledge gaps and obtains direction on workflow and procedures requiring further information/instruction in support of client and company financial/service goals.

• Using the Aspect scheduling platform, monitor real-time compliance to schedule and investigate deviations based on established thresholds• Monitor staffing levels to ensure that required resources/Service Levels are met on interval basis• Investigate any deviations and enter exceptions real time into the Aspect eWFM and other systems as applicable (absent/sick calls, coaching, SPCL, etc)• Work in a confidential environment• Adjust staffing levels from the queues as a result of changes in contact volume or contact handling (manage voluntary go home/overtime/skill changes) to maximize productivity• Ensure contact flow and systems are operating properly throughout the day, escalate outages following established procedures• Provide recommendations to Operations and forecast/scheduling on adjusted staffing levels and consult on individual schedule needs• Monitor statistics to ensure Associate thresholds are within acceptable levels using realtime software, schedule and switch data• Ensure scheduling standards and procedures are being adhered to and take corrective action as appropriate to address non-conformance • Co-ordinate offline activities such as, team meetings, coaching, vacation, and time off to minimize line and/or service level impacts• Publish various reports and schedule updates per program guidelines• Assist with departmental training and process documentation