The Workforce Management Analyst is responsible for the daily efforts to provide great customer and employee experience by effectively delivering real-timemanagement with the purpose of optimizing resources to achieve business objectives. This position will function independently in relation to decision making planning analysis and problem resolution with input from appropriate leaders.
Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals/business objectives.
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans.
Coordinate with Operations teams to achieve service level goals/business objectives for multi-site operational excellences.
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Produces call volume forecasts on a daily weekly monthly and annual basis for multi-site operations to maintain productivity.
Successfully install maintain and troubleshoot telephone and IP network equipment to ensure efficiency & health of equipment.
Required Skills
Highschool Diploma/GED
Strong computer literacy with working knowledge of call center telephone system(s).
Primary Location Tampa
Work Locations University Professional Center 3500 E. Fletcher Ave Tampa 33613
Job Ambulatory
Organization USFTGP
Schedule Full-time
Scheduled Days Monday Tuesday Wednesday Thursday Friday
