Job title: WFM Scheduling Analyst […]
Candidate must have experience working in a BPO setup. […]
Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives.
May recommend operational improvements. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
Positions on this level are fully proficient in executing established standards. Works independently...