WFM Analyst (Workforce Management Analyst)

Workforce Management Analyst in a Contact Center environment responsible for all WFM tasks within the Fulfillment department. Key responsibilities includes to prepare and monitor attendance and scheduling functions, tracking Adherence and reporting.

Essential Duties and Responsibilities

• Prepares intraday reports on staff attendance
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Communicate with management and operations team to ensure Service level is met.
• Creating reports which gives clear picture of hourly, daily and Monthly agent wise performance
• Monitor attendance and schedule adherence.
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Use accuracy of schedule measurements for continuous improvement, including ...