Quality I - Wfm Analyst

Why CompuCom? (Overview):CXO (Client Experience Office) - A Workforce Management (WFM) Analyst administers, updates and optimizes agent schedules for several campaigns in order to ensure accurate reporting, consistent adherence and guarantee service level targets.What We Need & What You'll Do (Responsibilities):- Update and optimize agent schedules in Impact 360 based on submissions from Service Desk management.- Monitor call volumes and compare actual call trends to forecasted call volume.- Perform initial analysis of historical data and call volumes to produce forecasts and assist with allocation of intraday staffing adjustments as necessary.- Interpret trends and share findings with management (forecast deviations on call volume, AHT, ASA or agent attendance).- Communicate daily with multiple teams to ensure active involvement in scheduling, tactical planning, and analysis activities.- Track, analyze and report campaign and performance with reportsWho You Are (Qualifications):- Ability to interpret data, identify trends, and produce creative solutions to complex business issues.- Excellent verbal, written, and interpersonal communication skills.- Effective organization, multi-tasking, prioritizing skills and ability to follow-through.- Ability to work effectively both independently and as part of a team across all organizational levels where flexibility,- collaboration and adaptability are important.- Work proactively, innovatively, and creatively while exercising sound judgment in a rapidly changing environment.- Report generation experience (preferred).- Experience in forecasting and staffing methodologies (preferred).