Analyst

• Optimize workforce schedules and ensure efficient resource allocation to meet service-level objectives
• Utilize workforce management tools to monitor real-time adherence to schedules and SLAs
• Identify and address deviations from planned staffing levels and service targets
• Make real-time adjustments to staffing allocations and anticipate/respond to fluctuations in contact volume
• Coordinate with operations and support teams to implement intraday schedule adjustments
• Communicate with team members and stakeholders to ensure seamless execution of intraday changes
• Analyze real-time performance metrics (AHT, occupancy, adherence) to identify trends and improvements
• Generate and distribute real-time and daily performance reports to key stakeholders
• Provide insights and recommendations to drive operational efficiency and improve service delivery
• Act as point of contact for escalations related to staffing issues, system failures, or operational disruptions
• Collaborate with management and support teams to resolve issues promptly and minimize service impact

Workforce Management, Real-Time Analyst

Analyst I – Corporate

BCBA, Board Certified Behavior Analyst

Business Analyst

Production Control Analyst

Board Certified Behavior Analyst, BCBA