Workforce Capacity and Reporting Analyst at Benefits Data Trust | Torre
Workforce Capacity and Reporting Analyst
trending_up Invest in Torre
Benefits Data Trust

Workforce Capacity and Reporting Analyst

Benefits Data Trust
Posted by
Manuela Vargas Jaramillo
Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time

Legal agreement: Employment

Compensation
USD30k - 70k/year
Non-negotiable
location_on
Hybrid (United States)
Posted almost 6 years ago

Responsibilities

• Use workforce management software (Monet), business intelligence software (Looker), and other data sources to prepare and monitor monthly, weekly, daily, and intra-day level forecasts and staffing analyses based on workload types and agent availability • Create stability within a rapidly changing environment, adjusting intraday staffing plans to sustain contact center service delivery KPIs • Create tools and processes that delegate implementation of weekly and intraday decision making to the Real-Time Analysts • Collaborate with cross-functional analysts to align contact center operations with program benchmarks and budgets • Provide analytical support, insights, and recommendations to contact center leadership with ongoing review and analysis of key data and benchmarks • Develop quantitative measures of contact center business processes to inform the development of contract budgets • Stay informed of workforce management advances and looks for innovative ways to provide analysis to better improve operations across the operation • Seek ways to automate routine tasks and processes.
This job post is closed.