Workforce Planning Analyst
Company: VirtualVocations
Location: Baltimore
Posted on: January 28, 2025
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Job Description:
A company is looking for a Workforce Planning Analyst
responsible for monitoring service levels and optimizing call
center resources.
Key Responsibilities
Monitor call center activity in real time to ensure service level
targets are consistently achieved
Support team leaders with employee scheduling, productivity
tracking, and coordination of off-phone activities
Manage the Workforce Management Tool to optimize resource
utilization and develop forecasts and staffing plans
Required Qualifications, Training, and Education
Experience with Excel spreadsheets and ACD reports
Knowledge of forecasting methodologies and Workforce Management
programs
Customer service experience required
Associate degree preferred
Keywords: VirtualVocations, Columbia , Workforce Planning Analyst, Professions , Baltimore, Maryland
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