Service Center Workforce Analyst
The Service Center Workforce Analyst (WFM) Specialist is responsible for daily scheduling of representatives including shift assignment, meetings, trainings and other required scheduling events.
Have in-depth knowledge on WFM tools like CMS, InContact, IEX, Salesforce etc.
Strong knowledge on contact center & WFM metrics (Definitions, calculations, industry standards).
Excellent knowledge of forecasting & scheduling techniques.
Excellent analytical skills to provide core data analytics.
Fair knowledge on providing RFPs/Deal Models.
Excellent articulation skills required as this role will be interacting with Sales & Implementation teams.
Handles all Service center scheduling for representatives including shift assignments, meetings, trainings and other schedule related events.
Identifies staffing schedule needs based on current and historic call volumes and adjusts representative shift assignments accordingly.
Monitors inbound call traffic and ensures efficient distribution based on staff availability.