- Improve/Develop different internal Dashboard/Reports (daily/weekly/monthly);- Extract data from different databases to make performance analysis;- Provide performance statistics for management, employees and teams across departments;- Identify and define new data improvement opportunities;- Maintain a high level of accuracy and integrity in all reporting and projects;- Provide ad-hoc reporting and complete special projects as needed;- Work to create improvements in existing processes and reports;- Explore new ways reporting might improve Contact Center performance;- Other duties and intra-departmental support as necessary.

- Create and maintain variety of daily, weekly and monthly reports;- Provide performance statistics for management, employees and teams across departments;- Maintain a high level of accuracy and integrity in all reporting and projects;- Provide ad-hoc reporting and complete special projects as needed;- Work to create improvements in existing processes and reports;- Explore new ways reporting might improve Contact Center performance;- Other duties and intra-departmental support as necessary.

- Use workforce management software, call volume history, and overflow data to determine staffing levels and optimal shifts for Long-Term/Active/What-if Scenarios to handle workload requirements;- Generates and evaluates staffing schedules, and ensures data updates into scheduling system.- Generates short and long-term staffing models and provides recommendations based on analysis;- Produce work force management schedules for program operations (inbound/outbound);- Process shift trades, Schedule Change Requests, and Time Off Request after schedule lease date;- Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine best course of action to fill resource needs/maintain service levels;- Track and trend analyst for absenteeism, schedule deviation and forecast adjustments percentages;- Create any ad hoc reporting as needed to present to management;- Compares results to forecast and identify opportunities for improvement.