Workforce Management Analyst I
M&T Bank
Williamsville, Erie County$65,468 - $65,468 est.Full-timePosted 5 days ago
Overview: Assists in analyzing Contact Center patterns, including volumes, trends, attrition rates, and productivities. Utilizes the analysis to forecast Contact Center workload and builds a scheduling plan to meet business objectives. Focuses on adjustments to current schedules with real-time/near-term timeframes. Primary Responsibilities: Manage and monitor all inbound Contact Center queues using queue management software to ensure all scheduled agents are in the expected phone state to supp…
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