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NBCUniversal is a media and entertainment company that develops, produces, and markets a variety of entertainment and news programs internationally. NBCUniversal sets out each day
Analyst 1, Workforce Management – Forecasting & Analysis
Location
Colorado
Posted
57 days ago
Salary
$22 - $33 / hour
Seniority
Mid Level
Job Description
Analyst 1, Workforce Management – Forecasting & Analysis
NBCUniversal
• Monitor and evaluate the flow of calls into call center for performance and efficiency • Daily real-time monitoring of service levels for all queues and LOBs • Communicate Service Level impacts to WFM leaders and Management • Advise management regarding schedule change requests • Enforce schedule compliance and adherence • Collect and analyze data (Volume, AHT, Staffing, etc.) and make recommendations • Produce daily, biweekly, and monthly internal reports • Work nights and weekends, variable schedule(s) and overtime as necessary
Job Requirements
- Bachelor's Degree preferred, or equivalent experience
- 0-2 Years of relevant work experience
- Proficient in Microsoft Excel
- Experience using Workforce Management tools, preferably Aspect’s eWFM
- Experience using Avaya CMS for reporting and skill changes
- Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence)
Benefits
- Best-in-class Benefits to eligible employees
- Expert guidance and always-on tools that are personalized to meet the needs of your reality
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