Senior Workforce Analyst, Customer Service

The Senior Workforce Analyst is responsible for understanding customer service staffing and the factors that impact call volume and other customer touch-points. The primary responsibilities include, developing and overseeing schedules, supporting workforce analyst activities, reporting, and planning solutions to provide valuable insights to management for achieving established KPIs and re-evaluating, if needed.

Maintains staff performance by monitoring call volume, adjusting and reallocating staff resources when necessary, and real-time productivity management. Creates and assesses the reporting of statistical data, analyzing trends, and tracking of real-time operational performance of...