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| Workforce Management Analyst, - Reporting & Analys |
Job Location:
Metro Area: |
Philadelphia, PA
PA - Philadelphia |
Category: |
Call Center Operations
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Company Name: excelleRx
| Address: |
1601 Cherry St, Suite 1700
Phialdelphia, PA 19102
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Website:
Click to Visit
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Contact Name: Amy Celhar
Phone: 215.282.1644
Fax: 215.282.1656
Apply: Submit Resume Now
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Job Description:
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Summary:
The Workforce Management Analyst supports the Workforce Management Supervisor in all workforce management functions including forecasting, scheduling, real time management, and reporting. The position requires extensive analysis of MMSC workload, schedules, and real time operation and taking necessary action to insure effective and efficient use of resources.
Essential Duties and Responsibilities:
Workforce Management analysts will specialize in some functions and will be cross trained and crossed utilized in all WFM functions including, but are not limited to:
Qualifications:
• Monitor and maintain workforce management software package for all transaction-based workload in the MMSC operation.
• Develop short and long-term workload forecasting models in conjunction with budget and service performance goals to determine optimal staffing requirements and associated work schedules for all MMSC staff.
• Create forecast models to express monthly and annual forecasting views utilizing past and future business predictions.
• Identify, track and communicate areas for continual improvement of service levels and staffing models; recommend and initiate process improvement.
• Provide comprehensive reporting package with executive summaries for MMSC leadership to deliver site, team and individual performance on intra-day, daily, weekly, monthly basis and assess service performance versus goal
• Partner with IT / Telecom team to ensure optimal system integration between workforce management, Nortel and all transaction-based applications.
Education and/or Experience:
• Previous experience with Blue Pumpkin and Symposium, Nortel based telephony systems and skills based routing tech experience a plus.
• High school degree required, college preferred.
Computer Skills:
• Must be proficient in Microsoft Outlook, Word, Excel, and Access
To apply on line, please visit www.excellerx.com and click on the career page.
Candidates Must apply via our web site.
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