Customer Service Workforce Analyst - (Hybrid: PA, NJ, DE)

Responsibilities Provide daily/weekly/monthly forecasts and analysis of call volume, average handling time, shrinkage, and other relevant variables for up to 300 associates across several lines of business. Publish schedules for associates and manage schedule exceptions (i.e., shifts, training, vacation, meetings, overtime, off-line work, exceptions, etc.) to ensure that daily service level and ASA objectives are met. Provide analysis and trends of forecast data to assist in the ongoing improve…