Responsibilities
- Leverage workforce planning systems and historical call patterns to guide daily staffing decisions and effective scheduling adjustments
- Monitor agent activity in real time using call center platforms to compare actual versus planned attendance
- Oversee live incoming call volumes to maintain targeted customer service standards
- Learn and communicate technical and operational strategies such as forecast models and optimized scheduling to leadership
- Create, update, and manage analytical reports, dashboards, and recurring monthly summaries, including SharePoint-based outputs
- Develop proficiency in analytical methods and enforce standardized processes to ensure data integrity
- Assist in generating on-demand analyses that clarify business performance and trends
- Deliver training sessions on report and dashboard creation for team members and managers as required
- Own all aspects of data evaluation, performance reporting, and call routing design
- Collaborate with senior workforce forecasting analysts to validate staffing data and refine monitoring workflows
- Draw on broad professional experience, potentially across multiple roles or departments
- Follow defined procedures within the UMR CCSP framework
- Maintain precision and thoroughness in all tasks
- Examine, assess, predict, and identify patterns in complex datasets
- Communicate findings and insights to support operational reviews and strategic planning
- Enable short- and long-term business planning through data-driven analysis
- Formulate actionable recommendations by studying data and workflows, then execute approved solutions
- Help manage and enhance the CCSP SharePoint environment and its reporting metrics
- Support the development of call routing logic for all UMR divisions
- Act as a business analyst to streamline and improve existing processes
- Coordinate with cross-functional teams on joint initiatives
- Serve as a subject matter expert for internal stakeholders on workforce management and telephony systems
Compensation
Rate/hr
Work Arrangement
Onsite
Team
Cross-functional collaboration expected
Other
- BGV will be done for the selected candidates.
- Full Name : Work Authorization: Contact Number : Email ID : Skype ID: Current location: Willing to relocate : Rate/hr :
Not available - Only Government Clearance holders or U.S. Citizens considered
