Workforce management analyst vs program management consultant

Differences between workforce management analyst and program management consultant 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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Program management consultant example responsibilities.

• Manage all aspects of budget, logistics, resources, facilitation, execution, reporting, and documentation.
• Manage logistics for faculty, support staff and participants including travel, housing, site selection, and equipment needs.
• Manage group SharePoint site as administrator\designer implementing InfoPath forms, macro designs, and maintenance.
• Manage multiple software development tracts to successfully deploy business analytics functionality to multiple business owners and end-users at Microsoft.
• Design architecture of business process in order to fully vet requirement needs.
• Define document architecture and library structure, maintain security, and oversee day to day administration.
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