Job Description
The Sr. Workforce Analyst will be responsible for generating accurate forecasts for all lines of business, creating glide paths for average handle time (AHT) to measure agent performance improvement over time, and calculating the impact of new waves on daily metrics. Additionally, this role will involve staying up to date with trends and seasonality of the campaign, and proactively sharing anticipated increases/decreases due to holidays, promotions, or special days.
Responsibilities
Forecasting and Analysis:
Develop and maintain accurate forecasts for call volume, workload, and staffing requirements across all lines of business.
Analyze historical data and trends to predict future demand and ensure adequate staffing levels.
Create detailed reports and dashboards to present forecast data and insights to management.
Glide Path Development:
Design and implement glide paths for AHT to track a...