Description
We are seeking a Workforce Management Analyst to analyze trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation. You will use analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and corporate objectives.
Key responsibilities include:
- Analyzing call volumes, call patterns, call trends, and staff productivity for assigned centers
- Building, coordinating, and maintaining employee schedules
- Forecasting future workflow volume and making scheduling adjustments based on business needs
- Monitoring time away from work for employees and recommending time away from work parameters
- Communicating daily with managers and supervisors regarding schedules
- Tracking and analyzing employee adherence to assigned schedule
- Coordinating with supervisors and managers to identify employees who are out of adherence
- Assisting with the fulfillment of workforce guidelines
- Conducting analysis on historical data to determine appropriate shift and staffing levels
- Preparing and maintaining workforce management documentation
- Providing status reports to supervisor on a quarterly basis, or as needed
Requirements:
- Analytical skills
- Microsoft Office suite
- Cisco and IEX
- Workforce management tools
- Scheduling
- Demonstrated written communication skills
- Strong verbal communication and listening skills
- Critical thinking and Problem Solving
Benefits:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
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