Workforce and Quality Analyst- Salt Lake City, Utah
Core
Ensures proper staffing and time allocation of Individual Contributors to achieve Service Level Agreement (SLA) objectives across voice, email, chat, and SMS channels.
Role type
Workforce and Quality Analyst
Builds
Schedules, forecasts, and contingency plans for contact center operations
Domain
Higher Education / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Workforce management, schedule planning, SLA monitoring, data analytics, root cause analysis, process improvement, system configuration, knowledge base management
Preferred skills
Workforce management certification, higher education experience, real-time analysis, intraday staffing adjustments
Technologies
Salesforce, Genesys Cloud, Service Now, Microsoft products, AI analytics tools
Responsibilities
Monitor and review Omni-Channel volumes to ensure appropriate staff distribution; Identify and recommend contingency plans for high-volume periods; Deploy emergency side queues during outages or events; Use AI, speech, and text analytics to identify trends and recommend training enhancements; Generate forecasts and schedules based on business outlook; Manage omni-channel capacity configuration; Perform regular audits of schedules for adherence and occupancy data.
Seniority
Mid-level, hands-on IC
