Workforce Analyst - See's Candies : Job Details

This position is responsible for providing Automatic Call Distributor (ACD) and Workforce Systems administrative and analytical support for the Customer Contact Center. Responsibilities include forecasting Contact Center volumes and measuring/reporting individual agent performance to ensure appropriate staffing and labor expense is efficiently and effectively managed. Job Description:POSITION RESPONSIBILITIES: Key knowledge holder of the ACD functionality, equipment, reporting, connectivity, toll free numbers, messaging and other ACD system features. Coordinates reporting, systems and equipment needs with Contact Center leadership in support of business needs. Provides analyses and ad-hoc reporting of Contact Center performance based on real-time and historical data. Ensures schedules meet service objectives and make best use of resources. Responsible for implementing load balancing to maintain appropriate occupancy and utilization levels for the Contact Center. Maintain ACD tables for...Workforce, Analyst, Staffing, Customer Service, Manufacturing, Business Services, Management