Workforce Management Analyst

Qualifications:
Must be amenable to work 100% onsite at our Eastwood Site
At least 3 years of experience in Workforce Management
Excellent skills in scheduling and real-time time management is a must
Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
Flexible and willing to work in shift schedules
Job Description:
Generates schedules accordingly to meet the business requirements enabling superior customer service
Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
Prepares and publishes the Intraday and other rele...