Call Center - Workforce Management Analyst
Call Center - Workforce Management Analyst
Posted on :
10-04-2025
Employer Active
1 Vacancy
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Job Description
The Workforce Planning Analyst is responsible for various forecasting staffing scheduling and realtime queue management duties within the Call Center (TRC Traveler Relations Center). The Workforce Planning Analyst is responsible for forecasting workload and applying the appropriate resources to handle the workload within intended service levels.
Specific Duties:
- Raise Hot Issues around Staffing Call Volume/Abandons and Agent Performance
- Raise recommendations to improve Call Routing
- Support TRC Staffing Plan for all areas (Sales/CS) with a focus on 50 min/35 min TPC Team & Weekends
- Day to Day management of Work distribution and agent productivity
- Drive TRC Service Metrics Goals
Specific Roles within WFM:
- Queue Management: Making sure calls are answered in a timely manner and ensuring outbound work is completed within the goal.
- Actions might include routing calls from one department to another to crosstrained associates or requesting offphone time be rescheduled.
- IntraDay Reporting: Reporting our results throughout the day.
- Scheduling: Creating and maintaining work schedules and shifts that will meet the needs of the business as determined by the forecast and company initiatives.
- Call Center IT: Troubleshooting and identifying contact centerwide issues and identifying impact to the business escalating issues to IS leadership and recommending action to resolve working with IS to fix bugs and implement company initiatives
- Forecasting: Analyzing patterns of call volume and average handle time to determine how many associates are needed at any given time to achieve our goals. Assessing the impact of special events.
What Were Looking For:
- 4 years of experience in workforce management of operations
- Experience with workforce management and data analysis tools (i.e. Genesys Tableau)
Please send your resume to
Required Experience:
IC
Employment Type
Full Time
Key Skills
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