Workforce Manager / Sr Analyst
Orlando, Florida
Conducts call pattern forecasting and schedule planning to help meet business unit objectives; analyzes call center trends; including call volume, call patterns, call routing, staff productivity, attrition rates, and resource allocation. Responsible for monitoring call volumes, forecasting call pattern activities, recognizing and recommending operational improvements. Develops force schedules to meet the anticipated call load and achieve grade of service objectives. Manages call list including verifying tracking processes and contact attempts. Performs call routing functions to include setting up new routes, new call types, dismantling of obsolete routing and troubleshooting issues. Resolves systems issues that affect departmental standards. May make staff adjustments to accommodate call load fluctuations. Maintains and validates various mechanized force management systems. Analyzes operational results. Resolves trouble reports, and develops and implements policy on force issues. Ensures that reporting is accurate and is completed in a timely manner. May recommend operational improvements and may recommend forecasts scheduling, headcount or hiring needs. May act as subject matter expect in monitoring other staff member or train new hires. Provide analytical reports to leadership and clients when requested. Maintains frequent contact with other departments when outages occur.