Job Description

Galleria client is searching for a candidate out of a call center environment. The position consists of scheduling and managing real time monitoring of agents and notification of unscheduled agents activities. The workforce management analyst is responsible for daily efforts to provide a great customer and employee experience by effectively delivering real time management using the Cisco platform and omni channel with the purpose of optimizing resources to achieve business objectives. The position will be scheduling the hourly workers to meet the current and future demands in the call center. It will be defining schedules so the transition from one shift to the next is seamless and work remains uninterrupted. The analyst will create and provide revolving analytics of call/web chat and email arrival patterns, agent efficiency analysis, statistical analysis of the agents and call center performance. This will also involve creating and designing Ad Hoc reports for data pertaining to agent scheduling, call volumes, Wed chat volume and agent Performance metrics.Will also analyze, determine and communicate work/training schedules for agents to operations management. Will also develop, create and conduct systems training for supervisors on the workforce tools, processes and best practices. Must have 3 plus years in a call center environment. The call center is consisted of 40 employees.