Workforce management analyst vs human resources analyst

Differences between workforce management analyst and human resources 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.
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Human resources analyst example responsibilities.

• Manage ADP implementation through completion.
• Lead overall Kronos implementation as in-house lead consultant.
• Manage annual affirmative action plan including ongoing tracking of EEO information and annual reporting.
• Manage leave-of-absence program and work with corporate benefits to administer FMLA notifications and assist with disability relate issues.
• Perform weekly quality audit checks for KRONOS to ensure update records are accurate and correct.
• Prepare written and electronic reports and presentations in PowerPoint.
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