Workforce Scheduling Analyst II
About this role
Workforce Scheduling Analyst II
Position Purpose: Analyzes the contact center's workload to build resourcing and optimize scheduling plans to meet business objectives and goals. Analyzes some complex scheduling information and develops staffing recommendations.
Develops staffing schedules to ensure maximum efficiency of resources to meet customer demand Analyzes and evaluates contact center patterns, including volumes, trends, and contact center productivities and identifies unexpected absences, deviations from schedules, and other operational disruptions Evaluates results of forecasted contact center workload to build resourcing and scheduling plans to meet business objectives
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