Workforce Analytics Consultant
Tasks
- Analyze service metrics and identify root causes
- Build and maintain workforce reports and dashboards
- Conduct absenteeism and schedule deviation reporting
- Conduct business process reviews for service optimization
- Develop and maintain staff performance metrics
- Forecast call volumes and staffing needs
- Mentor staff on workforce planning processes
- Monitor real-time workforce performance
- Perform labor relations analytics support
- Recommend staffing adjustments and resource reallocation
- Track schedule adherence and escalate issues
- Update intraday schedules
Perks/Benefits
- N/A
Skills/Tech-stack
Adherence Tracking | Business Process | Business process review | Call Volume Forecasting | Conflict Resolution | Contact center | Contact center analytics | Dashboard Development | Data Analysis | Intraday Forecasting | Labor Relations | Labor Relations Support | Negotiation | Process review | Schedule Adherence Tracking | Schedule adherence | Service Level | Service Level Management | Staff scheduling | Statistical Analysis | Volume forecasting | Workforce Management | Workforce optimization | Workforce reporting | Workload forecasting
Education
Bachelor of Arts | Bachelor of Engineering | Bachelor of Science | Master of Science
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