This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary.

RESPONSIBILITIES

• Analyze historical and actual call arrival pattern for all transaction types in order to drive effective and efficient resource strategy decisions and recommendations to operations and clients.

• Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.

• Analyze schedule given to ensure that optimal results are gained. Proactively comes up with solution to any schedule concerns that may come up and creates a communication process to ensure that any changes made are clear to the floor and are followed appropriately

• Compile data and analyze past and current trends. Creates specialized reports to isolate issues that they foresee or have seen based from historical/ realtime analysis and works with OMDM to address these issues based on the report done.

QUALIFICATIONS

• At least 2 years of experience in scheduling

• Working knowledge in Verint, eWFM, IEX, nfocus and any WFM tools is required

• Good oral and written communication skills

• Excellent analytical skills