Full-Time - Staff Workforce Management Analyst
Job Description
Workforce Management Analyst
· Creates and analyzes capacity plan and provides recommendations. Determines required HC based on forecasted volume on target hours and determines handling capacity.
· Updates and processes real time performance analysis. Obtains quantifiable performance figures in order to make critical recommendation to address performance issues
· Manages and monitors queue for Service Delivery against attainment of passing KPIs. Keenly observes the queue and proactively responds with action plans with continual communication with Ops leadership team
· Acts as central point of communication regarding account performance by cascading information to decision-makers. Escalates relevant information on performance and ensures proper documentation of major incidents
· Facilitates/leads meeting with Service Delivery for alignment on capacity plan. Provides recommendations before setting agreement on lock plan
· Tracks forecast to actual performance and uses data to forecast succeeding months
· Analyzes forecast to actual performance and recommends course of action to improve resource efficiency and achieve KPI targets
Requirements:
· College graduate preferably from a course under the following: Math, Engineering, Statistics
· At least 1 year relative experience in Workforce Management
· Working knowledge and technical understanding or Workforce or Resource management principles, concepts and practices.
· High level of proficiency in MS Office
· General knowledge in forecasting
· Problem Solving, Analytical Skills
· Excellent Oral and Written Communication