Job Description
Overview
We are seeking a Workforce Management Senior Analyst to support workforce planning and operational performance analysis in a shared services environment. This role will serve as a technical SME for workforce analytics, dashboards, and reporting, helping optimize staffing decisions and improve service delivery outcomes.
Key Responsibilities:
Workforce Forecasting & Planning
Develop and maintain workload and volume forecasts using historical data and operational trends.
Support capacity planning activities to determine staffing requirements.
Scheduling & Resource Management
Assist in building and maintaining staff schedules to support operational coverage and service levels.
Support adjustments related to shift allocation, overtime planning, and workforce balancing.
Real-Time Monitoring
Monitor intraday operational performance, including queues, workloads, and backlogs.
Identify emerging issues and recommend corrective staffing actions.
Workforce Analytics & Reporting
Build and maintain dashboards and workforce performance reports.
Analyze workforce metrics including agent adherence, shrinkage, absenteeism, and productivity trends.
Provide actionable insights to improve workforce utilization and service delivery.
Data & Systems Support
Utilize SQL, Excel, and data visualization tools to extract and analyze operational data.
Support automation and improvement of workforce reporting processes.
Qualifications
35 years of experience in Workforce Management, workforce analytics, or operational planning within shared services or BPO environments.
Strong data analysis and reporting skills.
Proficiency in Excel (advanced functions, pivot tables, data modeling).
Experience using SQL for data extraction and analysis.
Familiarity with dashboard tools such as Power BI or Tableau.
Understanding of forecasting, scheduling logic, and workforce planning concepts.
Strong analytical thinking and attention to detail.
Ability to translate data insights into operational recommendations.
