Analyst, Workforce Management - (Louisville, KY)

Client Reference Code: 210239 POSITION DESCRIPTION Responsible for analyzing call volume trends, preparing forecasts and providing scheduling recommendations for Charter contact centers. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer background Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.