| Workforce Management Analyst (Expired) |
| Arrow |
| TORONTO |
| Title Workforce Management Analyst Job ID sawma2911 Email Address Position Overview The Workforce Management Analyst is accountable to provide resource management through the creation of effective and timely staffing schedules in multi-shift, multi-site, 24/7 environments to a variety of contact centres within Customer Care and Accounts Receivable. The Workforce Management Analyst works closely with management of each contact centre to define and adhere to business rules for their segment, and incorporate same into the schedules. The Workforce Management Analyst is also responsible for analyzing historical contact centre call performance data and adjusts staffing resources as appropriate. Responsibilities Interface and assist the Shared Services and Operations team in the build of Capacity Plans Forecast inbound and outbound (whenever it applies) demand and unplanned shrinkage 3 months out at a daily level and provide guidance on intraday patterns for both offshore and onshore centres Provide scheduling with the forecasting information required to generate schedules Analyze actual results and connect them with the original plan Provide Real-time Adherence support with a plan of a.... |
| Found at Arrow on 2012-01-17 05:10:44 |