Quality and Workforce Management Analyst

• Job Title:

• Quality and Workforce Management Analyst...
• Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders has approximately 700+ employees supporting clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.
• Summary
• The Quality and Workforce Management Analyst has a critical role in quality to support Military Spouses gain education and meaningful employment through the Military One Source Spouse Education and Career Opportunities Program.
• This full-time remote employee of Zeiders Enterprises, Inc. provides staff support globally and ensures the performance standards of the contract are met.
• Zeiders' approach to quality management quantifies programmatic effects-based outcomes, correlating coaching outcomes with return on investments, and providing programmatic assessment data to support the program management needs. This role also ensures that all contract services meet and exceed contract expectations and all contract services are of superior quality and making a positive impact on military spouses and their families.
• In support of the Workforce Management team, this position will effectively use a combination of workforce scheduling software and real-time queue management software. The Quality and Workforce Management Analyst acts as a liaison between contact center supervisors, operations analysts, and the Workforce Manager to address intraday queue management, process scheduling requests, monitor workforce schedule adherence, and produce Workforce Management related reports for the contact center.
• Essential Duties and Responsibilities
• Quality Management Analyst
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• • Workforce Management Focus
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• Required
• Education and/or Experience Qualifications
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• Preferred Qualifications
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• Other
• Skills and Abilities
• * Physical Demands:
• Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee

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