Job Description
Step into a key role as a Performance and Workforce Planning Analyst, where analytical skills and data-driven insights shape customer contact center operations. Engage in hybrid work while ensuring an optimal customer experience.
We are in search of a proactive analyst with 5 to 8 years of experience in the customer contact center field. Your contributions will focus on data analysis, forecasting, and workforce planning to guarantee an efficient operation. You will collaborate with cross-functional teams and offer actionable recommendations for continuous process improvement.
Key Responsibilities:
• Analyze customer interaction data for effective volume predictions
• Coordinate staff schedules, including breaks and training
• Monitor operations in real-time to manage staffing needs
• Optimize Genesys systems for better performance outcomes
• Create and review performance dashboards for trend analysis
Requirements:
• Bachelor's degree in administration, financ...
We are in search of a proactive analyst with 5 to 8 years of experience in the customer contact center field. Your contributions will focus on data analysis, forecasting, and workforce planning to guarantee an efficient operation. You will collaborate with cross-functional teams and offer actionable recommendations for continuous process improvement.
Key Responsibilities:
• Analyze customer interaction data for effective volume predictions
• Coordinate staff schedules, including breaks and training
• Monitor operations in real-time to manage staffing needs
• Optimize Genesys systems for better performance outcomes
• Create and review performance dashboards for trend analysis
Requirements:
• Bachelor's degree in administration, financ...
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