Workforce Analytics Specialist I
Core
Generate workforce reports, analyze contact center performance metrics, and manage real-time scheduling to support service level and abandonment rate goals.
Role type
Workforce Analytics Specialist (Contact Center Operations)
Builds
Operational dashboards, performance reports, and scheduling plans for contact center agents
Domain
Healthcare / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, report generation, workforce management, Excel, SQL (implied by data transformation), CRM metrics analysis
Preferred skills
Genesys Cloud, scheduling coordination, troubleshooting IT tools
Responsibilities
Generate reports for internal and external clients to meet contractual and regulatory standards; Analyze trends in key performance metrics and recommend solutions; Support scheduling and coordination of phone and non-phone work; Provide directions to agents and management to support service level and abandonment rate goals; Document reporting processes and methodologies; Troubleshoot issues with Operations, IT, and client teams.
Seniority
Individual Contributor, mid-level
