Workforce Management Analyst (Inside Sales) (Hybrid-Acton, MA)

Job Summary

The Workforce Management Inside Sales Analyst is responsible for the daily efforts to provide an exceptional customer and employee experience by effectively delivering real-time (intra-day) management in order to optimize resources to achieve service level goals and business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning and forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support groups within Customer Care.

Responsibilities:
•Provide real-time monitoring via available software tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals and business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing...