We Are Looking For Workforce Analyst / Rta ***Hibrido***

Responsibilities:

- Plan required staffing, schedules, and service level results across multiple departments.
- Partner with Operations, Reporting, HR and Training
- Contribute to the financial and budgeting process ensuring that long-term goals are identified and variances managed
- Establish and oversee planning, forecasting, and scheduling processes to ensure all processes are meeting expected SLA, and to improve accuracy of both short and long-term forecasting
- Create and implement programs and plans that support the strategic objective of the call center
- Oversee relevant performance metrics, generating of reports, and provide detailed analysis of operational performance
- Develop educational programs and act as an advocate to ensure customers and internal satisfaction on behalf of Workforce Management
- Prepare Attendance reports for Payroll purposes.
Position Requirements

- Must be proficient in the use of Microsoft Excel
- Good communication skills both verbal and written
- Ability to meet goals and deliverables in a timely manner
- Detail oriented
- Ability to Multi-Task
- Clear understanding of Call Center Operations
- Clear understanding of deadlines and deliverables
- Ability to work with minimum Supervision
- Must be able to work nights
- Ability to work in a fast paced environment
- Must be available and willing to work all shifts including late night shift