Resource Analyst

The Resource Analyst, in collaboration with leaders, maximizes resource efficiency through the end to end resource cycle from schedule creation through precise placement assuring the right person is at the right place at the right time. Analyzes call center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Ensures customer service needs are met by coordinating and adjusting call volumes in a timely manner. Creates reports to be used for capacity planning within the call center. Coordinates with other departments when outages occur and calls must be redirected.