The Wokrforce Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities

• Manage the call volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Skills and Qualifications

• Demonstrate sound work ethic
• Must have advanced level Microsoft Excel skills
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete ...