Telecommute Workforce Analytics Manager

This job has been removed

Location: California, Illinois, Louisiana, Massachusetts, Minnesota, New Hampshire, New York, North Carolina, Oregon, South Carolina, Texas, Wisconsin

Compensation: Salary

Staff Reviewed: Sat, May 01, 2021

This job expires in: 19 days

Job Category: Human Resources

Remote Level: 100% Remote

Employer Type: Employer

Career Level: Experienced

Education Level: Bachelors

Job Summary

A telemedicine company is seeking a Telecommute Workforce Analytics Manager.

Core Responsibilities Include:

  • Managing and overseeing of the Workforce Analytics, Staffing and Forecasting area to ensure that all operational metrics are achieved to deliver world class customer service
  • Driving real time strategies including IVR call routing, agent and provider skilling and staffing, systems training, service disruptions and capacity utilization
  • Assisting in providing the organization reporting specific to established KPI attainment and SLA adherence both with internal and external customers

Required Skills:

  • Knowledge of contact center terminology
  • Forecasting experience
  • Knowledgeable in a variety of workforce, quality and telephony systems
  • Bachelor’s degree preferred in business, mathematics, statistics or related field 5+ years experience in contact center environment
  • 5+ years experience using Workforce Management tools and software
  • Ability to continuously monitor productivity performance using recognition tools and software

COMPLETE JOB DESCRIPTION

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