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Below is the Complete Requirement *Position : WFM Data Analyst * *Location :* *Atlanta, GA* *Duration : Long Term* *Job Description :* Proactively identify opportunities and implement changes to drive continuous improvements within the ASPECT’s eWFM system and for Care from a staffing and planning perspective. Forecast and evaluate the impacts of potential call drivers into care such as marketing promotions, announcements, product changes, pricing changes, order to build and maintain accurate contact and forecasts across all queues within Care. Ensure alignment between the Planning team who produce the daily level and intraday level forecasts and plans, along with the Capacity Plan to maintain the necessary linkage to achieve successful and efficient execution of all plans at all levels Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX). Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and ASPECT’s eWFM system. Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolution. Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy. Analyze real-time metrics of call-handling, talk-time and Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly. Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.). *Thanks and Regards…* Pragyan Dixit Technical Recruiter [image: cid:image001.jpg@01D14DEF.5BAD6DB0]408-722-9446 [image: cid:image002.jpg@01D14DEF.5BAD6DB0]pragya...@e-solutionsinc.com ADDRESS:- e-Solutions Inc| 2 N. Market St., Suite # 400, San Jose, CA -95113, WEBSITE:- www.e-solutionsinc.com -- You received this message because you are subscribed to the Google Groups "USITCV" group. To unsubscribe from this group and stop receiving emails from it, send an email to usitcv+unsubscr...@googlegroups.com. To post to this group, send email to usitcv@googlegroups.com. Visit this group at https://groups.google.com/group/usitcv. For more options, visit https://groups.google.com/d/optout.
