As the Analyst, Workforce Management at Breezeline, you will play a key role in scheduling and resource utilization to deliver on campaign performance metrics with regards to workforce management. You will work with the Workforce Management Supervisor and Director to implement scheduling strategies that hit targets related to call forecasting and service level. You will also be responsible for vacation selection, vacation changes, and all other scheduling-related tasks.
Requirements
- Real-Time Intraday
- Produce Weekly Schedules with critical planning and analysis of all schedule metrics
- Collaborate with Workforce Management Supervisor and Director to implement scheduling strategies
- Responsible for all Aspect and/or Evolia updates impacting future schedules
- Responsible for vacation selection and vacation changes for agents
- Work in partnership with the Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM responsibility
- Attend all applicable Scheduling and forecasting meetings and take action items as required
- Support the management team with implementation of new initiatives and projects from a real-time perspective
- Analyze staffing and routing changes based on observations with ability to make recommendation to your immediate supervisor
- Manage and respond to all email received in the inbox in a timely and professional manner
- Ensure own health and safety, and that of their co-workers and the public in general
- Constantly attentive and responsive to both external and internal customers' needs
Benefits
- Competitive Pay & Bonuses
- Future Planning
- Health & Security
- Work-Life Balance
- Growth & Well-being
- Stay Connected
