Analyst- Workforce Management

Role Overview: As a Lead Consultant in Workforce Management, your primary responsibility will be to effectively monitor and track call flow volumes to ensure service standards are met. You will be required to perform complex staffing and forecasting models to drive service level and customer satisfaction results, exceeding service level guarantees and smart goals. Key Responsibilities: - Create and maintain accurate volume forecasting models at regular intervals - Provide short term and long-term strategic planning for staffing - Communicate call volume fluctuations and staffing models to support service levels - Offer volume forecasting and staffing recommendations for representatives - Provide timely and accurate reporting including scorecards and trending as required - Analyze and provide thought leadership around call and cost optimization to Operations Manager - Drive process automation and optimization within the team Qualifications Required: - 2+ years experience in a call center environment in a people management role - 2+ years operation/administrative experience with Avaya CMS, Verint workforce management mandatory - Excellent customer service skills and verbal/written communication skills - Strong analytical and organizational skills - Proficiency in all Microsoft products with emphasis in Excel and Power Point - Strong computer skills are required (Note: No additional details about the company were provided in the Job Description) Role Overview: As a Lead Consultant in Workforce Management, your primary responsibility will be to effectively monitor and track call flow volumes to ensure service standards are met. You will be required to perform complex staffing and forecasting models to drive service level and customer satisfaction results, exceeding service level guarantees and smart goals. Key Responsibilities: - Create and maintain accurate volume forecasting models at regular intervals - Provide short term and long-term strategic planning for staffing - Communicate call volume fluctuations and staffing models to support service levels - Offer volume forecasting and staffing recommendations for representatives - Provide timely and accurate reporting including scorecards and trending as required - Analyze and provide thought leadership around call and cost optimization to Operations Manager - Drive process automation and optimization within the team Qualifications Required: - 2+ years experience in a call center environment in a people management role - 2+ years operation/administrative experience with Avaya CMS, Verint workforce management mandatory - Excellent customer service skills and verbal/written communication skills - Strong analytical and organizational skills - Proficiency in all Microsoft products with emphasis in Excel and Power Point - Strong computer skills are required (Note: No additional details about the company were provided in the Job Description)