Real-time Analyst, Workforce Planning
A key contributor to our customer experience, the Workforce Planning Analyst focuses on real time, reporting and schedule management for our agents to meet and exceed performance goals. Analyze demand in real-time and implement workforce & scheduling solutions toward the goal of achieving service levels and balancing workloads. Coordinate with Product Support leaders to communicates real-time adherence issues, or any deviation from Workforce schedule/plan. Develop and communicate trend reporting and data analysis of workload and agent performance including tracking and maintenance of arrival patterns by workstream/channel. Track agent-specific data, such as unplanned shrink, occupancy, utilization, etc Synthesize information and translate it to actionable plans to communicate findings to a variety of audiences ActiveCampaign is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.