Workforce Analyst  

Summary:

Workforce analysts perform various functions, including overseeing workforce optimization. This includes planning, creating, and communicating forecasts and schedules to enable a hassle-free and continuous workflow project for the organization.

Description:

• Responsible for daily/weekly maintenance of employee schedules within a workforce management application.
• Manage intra-day staffing levels and determine most effective levels for staffing adjustments for various channels including email, chat, phone in a global 24x7 environment.
• Monitoring of workload volumes
• Monitor workload service levels for appropriate escalation and awareness.
• Maintain trend reporting as it relates to queue performance.
• Proactively recommend scheduling changes based intraday movement and incoming volume (i.e. voluntary training, project time, overtime, etc.)
• Document and report on impacts to service levels and performance goals (i.e. service incidents and system outages)
• Understand and support Workforce Management feedback communications.
• Work with business leaders and advocates to identify user experience and document feedback to help determine new schedule practices.
• Provide daily reporting to leadership on service levels and queue volumes.
• Responsible for understanding daily actions taken, volume/staffing impacts and communicating root cause with the Workforce Management team.
• Provide support to the leadership team on necessary reporting and trend analysis.
• Ability to clearly communicate with leadership on multiple levels.
• Participate in strategic planning initiatives while maintaining a high level of confidentiality.
• Document WFM processes and workflow changes.
• Serve as the primary point of contact on workforce management policies and optimization experts.
• Ensure employees’ time is accurately recorded by reviewing and approving attendance reports in Sprout, or other applicable software.
• Review and record time worked against the scheduled shift when an employee works overtime.
• Create schedules that ensure coverage, minimize costs, and maximize productivity according to the business's needs.

Qualifications:

• Computer literate and can easily adapt to new technology.
• Strong attention to details, organization, analysis, problem-solving.
• Excellent verbal and written communication skills.
• Resourceful and able to work with different teams and personalities.
• Ability to effectively adapt to deadlines in a fast-paced environment.
• Strong problem solving, multitasking, organizational, and leadership skills.
• College degree preferred but not required.