Workforce management analyst vs finance management analyst

Differences between workforce management analyst and finance management analyst duties and responsibilities

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

Finance management analyst example responsibilities.

• Investigate and manage accounting reconciliations or discrepancies, including auditing and verifying daily transactions with cash balances for correlations and accuracy.
• Review DTS authorizations for every traveler belonging to AEC.
• Communicate daily with the accounting department to derive amounts and invoice numbers for DOD and non DOD customers.
• Serve as the primary GFEBS user for the LRC and act as the coordinator for training and access to GFEBS.
• Calculate salaries in preparation to cost transfer in GFEBS to the correct cost centers/ WBS elements (cost collectors).
• Maintain accounting practices for the ambulatory surgery center in QuickBooks.
Show more