Rocky Hill, CT21 days ago
The Workforce Operations Analyst uses real-time call volumes and specialized workforce management technology to forecast future call volume and to develop staff schedules to ensure optimum efficiency as well as acceptable service levels, abandon rates, and key performance indicators (KPI’s) in a 24/7/365 environment. Using specialized workforce management technology, prepares daily staffing schedule, considering planned and unplanned events (such as vacation, trainings, meetings and special projects) to ensure staffing levels meet expectations of program, clients, and funders.