Workforce management analyst vs project analyst

Differences between workforce management analyst and project 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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Project analyst example responsibilities.

• Develop infrastructure to enable clients to better understand and manage risks associate with their decision environment to capture opportunities.
• Develop and maintain VISIO process diagrams.
• Coordinate system upgrades, interface development, QA testing and end-user training.
• Originate, track, and submit final samples of promotional materials to FDA.
• Team member that implement bar code system, close reductions and Hyperion software.
• Project utilize DB2, CICS, MQ-Series software in a mainframe/NT workstation environment.
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