., call volumes, intra-day patterns, root cause analysis) Gather workforce metrics/data and distribute reports (e.g., call... dashboarding experience. Proficiency in workforce management tools such as NICE IEX, Aspect, and Microsoft Excel. Can manage huge...
deviations between actual results and the short-term forecast, making recommendations to the Forecaster/Capacity Planner... opportunities for intraday optimization (e.g. gap filling, overtime management, break timing). Work with the long-term Forecaster...
experience as a Manager Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster..., timeframes, and requirements associated with Workforce Management Responsible for tracking, forecasting analyzing real time...