Annessa Bradley

Senior Workforce Analyst @Flagstar Bank

Troy, MI, US

Analyzes call center historical data and all upcoming business forecasts tocreate strategic short-term and long-term forecasts to ensure call center KeyPerformance Indicator goals are met.Leads monthly and/or quarterly meetings with department management toidentify forecasting and scheduling needs.Creates and modifies agents schedules for two multi-skilled departmentsto ensure all call center Key Performance Indicator goals are met.Increases employee efficiency by monitoring real time adherence andmetrics in a multi-skill call center environment, escalating areas of concernto management team and partnering with management to create real timeadjustments to agent schedulesFacilitate new hire Workforce Management training.Develop new-hire training materials regarding all attendance and schedulematters.Handle all schedule-related requests, including PTO, shift swaps andovertime.