Workforce analyst

• Managing Q to achieve the targets of SLA and answer rate.

• Monitoring site to ensure optimal staffing levels.

• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.

• Controlling Employees adherence to log in times and to take their breaks in the scheduled time.

• Generate Q performance and Agents Conformance, adherence, shrinkage, attendance, tardiness and utilization analysis to evaluate Q Performance and compare it with targets and find needed solutions to any flaws discovered.

• Decision maker to take the needed action in critical situations.

• Responsible for the schedule updates, and swaps and responsible for modifying the schedule in the emergency cases like resignations or long absence cases.

• Sending detailed Service Level analysis per interval (30 minutes) every 2 hours, to make the operations aligned with the current situation and to justify the reason behind the lost intervals to avoid losing the remaining intervals.