Absence Workforce Analyst
$47,000–$67,000 year
RemoteUnited States
Job Summary
Monitor real-time queue and adherence to ensure SLA and response times are met, evaluating peaks in customer interaction volume to respond to fluctuations. Coordinate coverage and completion of real-time intra-day, daily, weekly, and monthly deliverables, including forecasts, schedules, and reporting. Partner with staff and leaders to identify performance opportunities based on data analysis, translating insights into action plans. Perform updates to agent profiles and skilling, maintaining accurate data on attendance, attrition, and readiness. Generate reports on agent productivity and adherence to update management with recommendations for improvement. Maintain procedural documentation to ensure standardized processes are followed across the team. This role reports to the Absence Workforce Manager and collaborates closely with the WFM team.
Required Qualifications
- Experienced Workforce Management Analyst with Genesys knowledge
- Schedule availability from 7:30amCST – 09:30pm CST
- Proficient in Excel
- Effective written and verbal communication skills
- The ability to think critically by gathering information, evaluating options, and implementing the best solution
- Focus on achieving goal-oriented results
- Demonstrates flexibility on the job and a willingness to learn new methods, procedures or techniques
- Function as a team player, striving to learn and strengthen the team as a whole
- Demonstrate reliable and consistent attendance
Desired Qualifications
- Bachelor's degree preferred, advanced degree a plus
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