Workforce Real Time Analyst
Probe
04.2023 - Current
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Provided training on dashboard and package development to team members and management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
