Workforce Real Time Analyst
Medtronic
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
- Managed real-time inbound call traffic across multiple contact center locations.
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Produced and updated documents, reports, and tracking spreadsheets using Software, Software and Software.
