Program analyst vs workforce management analyst

Differences between program analyst and workforce management analyst duties and responsibilities

Program analyst example responsibilities.

• Attain NIH seed money to coordinate activities to improve rates of screening for diabetic retinopathy.
• Achieve an understanding of the funding policy for the NASA programs and relate it to the EVM reporting.
• Manage staff of project controllers to perform monthly close, reconciliations, general ledger review and invoice generation.
• Support and manage projects utilizing agile and scrum methodology.
• Manage all technical documentation for PMI's certification program.
• Clean up and debug code in Html, Javascript, Actionscript, and Ajax.
Show more

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.
Show more