Workforce Analytics Specialist I
US - Morrisville, NC - 3900 Paramount Parkway, United States
USD 60K-89K (estimate) None Full Time
Tasks
- Analyze key performance metrics trends
- Extract and interpret data from CRM and telephony systems
- Forecast work volumes and schedule staff
- Generate reports for internal and external clients
- Identify patterns outliers and opportunities
- Monitor agent adherence and utilization
- Provide direction to agents and management
- Serve as reporting subject matter expert
- Support training for contact center applications and reporting tools
- Troubleshoot issues and submit tickets
Perks/Benefits
Skills/Tech-stack
CRM | Data Analysis | Forecasting | Genesys Cloud | Key Performance Metrics | Microsoft Excel | Microsoft Office | Performance Metrics | Reporting | Scheduling | Telephony | Ticketing | Workforce Management
Education
Bachelor of Engineering | Bachelor of Science | Master of Science
Regions
Countries
States
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