Workforce management analyst vs planning analyst

Differences between workforce management analyst and planning 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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Planning analyst example responsibilities.

• Manage 160 footwear SKUs across 3700 stores to ensure optimal inventory depths during peak time frames.
• Reduce work in process inventory by use of KANBAN system which also lead to improve customer service.
• Manage suppliers (KPI's) to deliver target cost, service and quality levels in each operating center.
• Manage cross-functional team which successfully create a manual for ISO 9000 certification and develop a training program for new hires.
• Lead monthly and quarterly EAC forecasting and consolidate forecasts in support of corporate financial reporting.
• Prepare requests for quotes (RFQ) and requests for improvement (RFI) for distribution to existing and potential suppliers.
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