Workforce Management Analyst
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Job Location:
Newcastle upon Tyne - UK
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
The Workforce Management Analyst ensures that service performance and capacity remain aligned with agreed Service Level Targets and business demand contributing directly to the organizations Service Value Chain. This role supports Capacity & Performance Management and Workforce & Talent Management practices by producing accurate workload forecasts headcount plans and capacity models that enable the delivery of stable predictable and cost-effective service operations.
The analyst performs continuous monitoring trend analysis and variance reviews to identify risks to service performance contributes to Service Level Management through data-driven insights and partners with Vendor Operations Analytics and Finance to support Continual Improvement initiatives and Operational Excellence.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
Capacity & Performance Management
Develop accurate mid-to-long-term workload and capacity forecasts using historic performance trends and known business drivers to ensure service capacity meets demand.
Translate workload forecasts into actionable resource and staffing plans considering training lead times attrition trends handle time variability and seasonal patterns.
Generate intraday forecasts to define the number of agents needed per hour per forecast group
Conduct capacity risk assessments and propose mitigation strategies to prevent service degradation.
Perform post-implementation variance analysis to identify forecasting deviations and continuously improve accuracy.
Service Level Management
Align staffing and performance plans with agreed SLAs/OLAs ensuring sufficient capacity to meet service availability response and resolution targets.
Partner with Vendor Operations to ensure operational performance aligns with contractual service levels and KPIs.
Support governance reviews by providing regular reports on service level adherence workforce utilization and contact-to-capacity ratios.
Workforce & Talent Management
Collaborate with internal and external service delivery teams to ensure right-sized right-skilled staffing aligned to service demand.
Monitor shrinkage absenteeism and attrition trends to identify root causes and support corrective action plans.
Contribute to the resource onboarding and readiness process by providing data to support training and recruitment scheduling.
Measurement & Reporting
Develop and maintain real-time and historical dashboards (e.g. Power BI) to provide visibility into forecast accuracy utilization adherence and SLA performance.
Produce scenario (what-if) analyses to support strategic planning and business continuity decisions.
Generate ad-hoc operational and analytical reports to support decision-making across Workforce Operations and Finance.
Continual Improvement & Governance
Articulate reasons for forecast variance and recommend changes to enhance accuracy
Participate in Service Review Meetings presenting capacity and performance metrics and recommending improvement actions.
Support Continual Improvement initiatives by identifying efficiency gains automation opportunities or process optimizations.
Ensure all workforce-related data and reports adhere to data governance and ITIL service measurement frameworks.
Qualifications :
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EXPERIENCE:
Two years workforce management or
One year trend analysis or
Other relevant industry experience
Language skills
Mathematical skills
Reasoning ability
Additional Information :
We embrace a hybrid work model helping you stay connected with your team and aligned with business priorities while giving you the opportunity to maintain your work-life balance. Please note that some roles are fully office-based and are not eligible for hybrid working.
Benefits
With Ubisoft CRC you will receive a competitive salary along with:
- Personal performance bonus
- Private Health Insurance (including eye care and dental)
- Life Assurance
- Long Term Disability Insurance
- Pension
- Significant discount on the worlds best video games
- Access to Ubisofts back catalogue on PC
- 25 days of holiday
Ubisoft offers the same job opportunities to all without any distinction of gender ethnicity religion sexual orientation social status disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players community.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
About Company
Opened in October 2011, Ubisoft Abu Dhabi is one of the first major video game studios based in the UAE capital and is focusing on developing and bringing to market successful mobile games for a worldwide audience. This position is based in the vibrant expat city of Abu Dhabi, the c ... View more
