Job Description
The Wokrforce Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.
Main Responsibilities
- Manage the call volume, daily attendance and program break schedules
- Assist with creation if metrics and targets for services
- Work closely with the operations team to analyze and help improve their delivery processes
- Generate ideas for process and service improvement planning
- Produce daily, biweekly and monthly internal reports
- Use trends and reports to forecast requirements
- Assist with projects and other duties as requested or assigned
Skills and Qualifications
- Demonstrate sound work ethic
- Must have advanced level Microsoft Excel skills
- Ability to create reports in Excel and forecast results
- Attention to detail and high level of accuracy
- Ability to multi-task, focus and complete ...
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