Records analysis manager vs workforce management analyst

Differences between records analysis manager and workforce management analyst duties and responsibilities

Records analysis manager example responsibilities.

• Coordinate speaker training and development programs, facilitate executive coaching sessions and manage logistics for speaker preparation.
• Participate on other cross-functional teams to provide privacy advice for personal information governance, and new system or platform implementation.
• Provide leadership and direction overseeing multiple areas involving customer service, systematic enhancements and adhering to SDLC standards.

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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