Business Analyst

• Optimize operations by ensuring the right staffing in place to achieve service levels goals and scale.
• Leverage expertise in forecasting, scheduling and real-time analysis to enhance efficiency and create great agent and customer experiences.
• Help shape our WFM function from the ground up and scale workforce planning for customer experience teams.
• Evaluate and implement a new WFM tool and focus on agent performance, efficiency, cost and customer experience.

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