Opportunity Description
Overview
We’re looking for a Workforce Management Analyst to join our growing team at Intact.
What You’ll Do Here
- Ensure that service-level objectives are met on a daily, weekly and monthly basis.
- Monitor inbound and outbound calls in real time and adjust schedules as needed.
- Meet our service-level targets.
- Monitor service levels in real time.
- Optimize work schedules to meet growth, service quality and financial goals.
- Actual results and reporting
- Build reports to track daily operations for timely feedback
- Generate reports in a timely manner and ensure data integrity.
- Analyze daily forecasts (TMT, calls and transactions received), analyze and adjust trends over the past weeks.
- Analyze for coaching track to managers.
- Management of schedule modifications
- Monitor and control the scheduling email inbox.
- Manage proactive approval and denial of activ...
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