Manager, Workforce Analytics
Remote - Georgia, United States
R
USD 92K-153K Senior-level Full Time
Tasks
- Conduct workforce analytics and reporting
- Drive continuous improvement and process improvement projects
- Enable workforce management process standardization
- Lead workforce management operations team
- Lead workforce technology administration and configuration
- Manage schedule adherence and intraday performance
- Monitor service level attainment
- Optimize workforce technologies and automation
- Oversee workforce forecasting and capacity planning
- Perform root cause analysis on performance issues
- Provide day to day coaching and guidance
- Support forecasting scheduling real time queue monitoring
Perks/Benefits
Skills/Tech-stack
Capacity Planning | Cause analysis | Contact center | Contact center operations | Continuous Improvement | Data Analysis | Genesys Cloud | Intraday management | Intradiem | Lean | Microsoft Excel | Microsoft PowerPoint | Microsoft Word | Process Standardization | Project Management | Queue management | Root Cause Analysis | Root cause | Schedule adherence | Service Level | Service Level Management | Workforce Analytics | Workforce Management | Workforce forecasting
Education
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