Change management coordinator vs workforce management analyst

Differences between change management coordinator and workforce management analyst duties and responsibilities

Change management coordinator example responsibilities.

• Utilize version control software to manage code delivery from development to QA.
• Manage hardware budget (IBM mainframe and AIX hardware) and contract maintenance.
• Manage a team responsible for designing service-orient application architecture, standards and best practices guidelines, security and data access frameworks.
• Coordinate SharePoint time management system.
• Perform high level management responsibilities for the SharePoint platform for project.
• Design the training database approach need to include existing functionality and training needs for implementation.
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Workforce management analyst example responsibilities.

• Manage and monitor agent performance using CMS to achieve optimal response for customer calls.
• Direct daily departmental operations to ensure client metric requirements and internal SLA's are achieve.
• Manage call center reports utilizing Avaya ACD, CMS, IEX and ensure accuracy and distribution compliance.
• Manage forecasts and staffing coverage to ensure SLA's are met, attributing to awards receive based on performance.
• Perform reviews of select teams and programs to determine whether VBA and federal policies and guidelines are effectively implement and manage.
• Test IVR system to detect any issues, monitor real-time adherence and prepare and update various ACD reports for management.
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