Analyst II
: Job Details :

Primarily office-based in Jefferson City, MO or Neosho, MO with some flexiblity for remote work. Use the Playvox forecasting and scheduling functionality to generate long- term and short-term staffing forecast reports and schedules. Communicate and share the forecast and schedules to operations, management, and other stakeholders in a timely manner. Gather forecast trending information and input from business and other functions, such as finance in a timely manner before forecasting and scheduling to adjust the variations and to improve the forecast and schedule accuracy. Plan ahead by reviewing historic (previous week and day level) information on performance metrics like Service Level Agreement (SLA), Average Handle Time (AHT), and Average Speed of Answer (ASA), etc. and decide on the course of action needed for the day and week to manage live and non-live contact workload in real-time. Monitor the supply vs demand in terms of available resources and allocate them based on incoming a...Analyst, Staffing, Operations, Forecasting, Salesforce, Technology, Management