Workforce Analyst  

The Role: As a Workforce Analyst, you will strive to monitor overall performance through real-time changes on schedules built by the Workforce Manager/s and ensure that all changes are communicated in a timely manner to all staff in Transcriptions department (Voicewriters, Scopists, Editors) while ensuring that goals are met and exceeded including Turnaround Time, Productivity, Live Streaming, etc.

The Location: This position is based in Islamabad, Pakistan.

The Team: The primary responsibility includes assisting the team which transcribes financial-related conference calls and assists in the collection of business information such as corporate executive related data. The group comprises of over 250 counterparts in global locations.

The Impact: On this pivotal locale, you shall be collaborating with essential partners, within or outside the department, in relation to their respective reservations. Being a focal point of contact, your motivation and ability to assist with the disciplined approach will help the division to fuel the global financial markets.

What’s in it for you:

• We offer you a pathway to develop your career up to the manager level and above with an opportunity to apply in any domain within Transcriptions department
• We will be expecting you to be involved in partnership with different partners across different domains which will eventually hone your inter-personal skills
• Working as a Workforce Analyst will aid you to improve your statistical, analytical and reporting expertise with attention to detail
• We shall equip you with a platform to work on enterprise level products learning new technologies and advanced reporting techniques
• We will provide you a platform to further your exposure with respect to collaboration with peers across the globe

Responsibilities:

• You will be a secondary interface in crafting schedules
• You would be expected to Ensure that daily/weekly/monthly/quarterly goals are met (i.e. Call Volume Handling) and communicate to internal and external contributor's challenges and opportunities
• We urge you to take charge by setting and managing the workload of the team by setting priorities, delegating and holding staff accountable to deliver high-quality results on time
• During peak season, you are going to be responsible to collaborate with our global vendors in terms of task assignment if required
• We will encourage you to respond to client cases by providing answers or solutions to inquiries
• We anticipate you to maintain, update and develop workforce-related reports such as Tickets/Requests submitted by Team Leads and or staff, Attendance reports and ad hoc reports
• You shall review the workforce process and work with the Managers in further developing old or new processes
• You shall require to gather, analyze and interpret data on a daily/weekly/monthly/quarterly basis

What We’re Looking For:

• We seek an individual possessing impeccable command on verbal and written English
• We expect you to communicate effectively with staff, peers and upper-level local management
• The role requires a strong knowledge in MS Excel with particular exposure to V-look up, Pivot Tables and other metric pulling methodologies
• You should manifest multitasking skills with the ability to prioritize time-sensitive tasks

Preferred Qualifications:

• Proficiency in research, reporting, tracking and monitoring
• Prior experience in reporting/support role
• Familiarity with financial markets and business organizational vocabulary is a plus

Work Shift: This is a night shift role. However, based on changing business requirements, you may be required to work in different shifts. You must also be amenable to work during weekends.