Workforce Management Traffic Analyst

**Workforce Management Intraday Traffic**WFM Traffic is the person responsible for the centralized tasks of KPI & Performance management and strategy determination and adjustment in regards to capacity as part of the Intraday Management task.Besides this WFM Traffic assures the Adherence & Attendance monitoring approach of the WFM RTA is in line with the strategy to achieve a full aligned WFM Intraday Management approach.The position is hierarchically located under a Supervisor WFM Shared Production Centre.Ensuring that quantitative project KPI's, such as service level and intraweek- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy).
Secondly the accurate realization of agent schedules, in such a way that the Conduent- and specific project-targets (KPI's) are met within the set policy.
- Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage an...