Workforce Analyst

About the Job

• Manages operations staffing plans for potential and existing projects.
• Ensure accurate planning and adequate staffing for operational teams.
• Track, maintain, and document attendance, leaves and absenteeism.
• Driving continuous performance improvement through monitoring and analysis of customer behavior including measurement of industry and recognized customer service KPI’s.
• Recommending and implementing changes and, where appropriate, aligning these with the business development agenda.
• Translate operation team’s system and technical needs into clear and actionable requests making sure it is well and rightly delivered to technical teams.
• Analyze contact volume patterns by campaigns, contact groups, queues, and agents’ skillsets.
• Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat, and future additional channels.
• Ensure schedules are generated timely to maximize the effective allocation of resources.
• Analyze workload, vacation and absence records, training, meeting and coaching schedules for ongoing historical trend analysis and forecasting purposes.
• Involvement in strategic decision making, analysis and implementation of operational processes in relation to projects.