Document management consultant vs workforce management analyst

Differences between document management consultant and workforce management analyst duties and responsibilities

Document management consultant example responsibilities.

• Used RoboHelp to write online help for system admin tool that enables electric utilities to manage customers' energy management systems.
• Manage a team responsible for designing service-orient application architecture, standards and best practices guidelines, security and data access frameworks.
• Perform readiness assessments and audits in preparation of FDA PAI inspections.
• Specialize in OnBase (ECM), scanning solutions and application integration.
• Analyze schedules, credit support annexes and additional documentation under the ISDA.
• Participate in responsiveness, privilege, and QC reviews on all assignments.
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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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