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Sr Workforce Analyst (Capacity Planning & Forecasting)
Capacity Planning - Responsible for senior level monitoring real-time call volume of inbound/outbound call traffic. Forecast the call volume, schedule staff and monitor real-time activity to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates and active rates.
Forecasting - The Forecasting Analyst is responsible for all aspects of trending, forecasting, planning, and reporting of contact volume and handle times. This includes preparing accurate and timely short-term (defined as 12 weeks or less) or long-term (defined as 12-18 months) predictions of Volume and Staffing.
QUALIFICATIONS AND REQUIREMENTS:
Education: High School Diploma or GED; and college level mathematics helpful
Experience: Minimum of 2 years of call center experience. At least 2 years of workforce management experience (preferably forecasting & capacity planning) in a multi-site, multi-channel contact center that utilized workforce management software; Knowledge of contact center solutions preferred. (eWFM, IEX, Aspect, Blue Pumpkin, Avaya, CMS Supervisor, Kana, Kronos)
Skills, Knowledge, & Abilities: Proficiency with Microsoft Office (Excel, Word, PowerPoint) and Access; excellent written and verbal communication skills; understanding of arithmetic formulas; knowledge of IEX Total View Scheduling software a must, preferred experience using the BU/Multisite feature.
Problem Solving Skills
Calm Under Pressure
Open to Flexible Schedules
Attention to Detail
Empathetic to Customers
Strong Communication Skills
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