Senior program management analyst vs workforce management analyst

Differences between senior program management analyst and workforce management analyst duties and responsibilities

Senior program management analyst example responsibilities.

• Manage cross-functional teams responsible for network infrastructure, enterprise applications, servers, capacity and business continuity planning.
• Apply similar DoD, DA and AAFES programs.
• Develop internal templates for PMO.
• Act as the SharePoint administrator for maintaining key internal documents and reporting.
• Monitor and update order status via various applications and SharePoint.
• Deliver an innovative data visualization capability.
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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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