Analyst, Workforce Planning - (CAN) ON MISSISSAUGA Home Office RETAIL OPERATIONS
Only for registered members (CAN) ON MISSISSAUGA Home Office RETAIL OPERATIONS, Canada
1 week ago
Job Summary
The role of a Workforce Analyst is essential for managing contact center operations because it ensures optimal staffing and scheduling through accurate forecasting and real-time adjustments.The Workforce Analyst works closely with the Contact Center Operations team to ensure that schedules are appropriately staffed based on forecasted volumes and customer service levels. This requires ongoing communication with agents and team leaders to maintain forecasts, schedules, and time tracking.
This position also involves analyzing data from various sources to provide insights on workforce management best practices. The analyst will develop recommendations for improving schedule effectiveness to meet both operational requirements as well as agent needs.
Job description
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