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Workforce Analyst
Workforce Analyst
Workforce Analyst
Date Posted:
2010-06-17
Call Center Company: Drake International
Description:
Drake International is looking for individuals who are qualified for the position of Workforce Analyst.
Successfuly applicants for Workforce Analyst will have a great career in Drake International.
Responsibilities:
Ensure 90 day rolling forecast is in place for the accounts. Work very closely with the client Business Manager(s) / Director(s) and clients in establishing the 90-day rolling forecast.
Develop long and short-range optimum call volume and staff forecasts based on client requirements and historical trends for business segments. Track plan vs what actually happened on a daily / weekly basis.
Conduct weekly staffing calls with all the site support groups. In coordination with the client Business Manager(s )/ Director(s) facilitate discussions around key metrics. Establish hiring requirements. Document and maintain staffing call logbook.
Provide Site Operations Planning Team with call volume and staffing projections on a weekly and daily basis according to clients 90-day rolling forecast for scheduling.
Consult Business Managers, Sales Managers, Pricing Analyst and other management during pre-sales and contract negotiations to determine staffing necessary to fulfill contracted goals.
Interpret and tabulate statistical information from client to project staffing requirements for new and existing business projects. Assist in analysis of staffing and hiring requirements with respect to attrition; call demand, and business growth.
Work with Pricing Analyst on current business. Provide key operational metrics to assist in Business Management in preparing the business plan budget on primary accounts as assigned. Support Implementation teams by providing ramp up and down staffing plans.
Review contract and prepare trend analysis and tracking functions that will provide insight on how to better manage future projections. Consult with client to better understand business influences.
Document processes and provide weekly seat capacity inputs .
Call Center Directory advises to all job seekers to apply as walk-in applicant for Workforce Analyst job opening of Drake International.
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