Workforce Management Analyst II

Guadalajara - Mexico

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

At F5 we strive to bring a better digital world to life. Our teams empower organizations across the globe to create secure and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers and their customers better. And it means we prioritize a diverse F5 community where each individual can thrive.

Position Summary

The Workforce Management Analyst II in Global Services is responsible for supporting workforce management operations across multiple regions to ensure optimal staffing accurate forecasting and operational efficiency. This position plays a key role in ensuring efficient resource allocation and supports the delivery of high-quality service to customers worldwide. The ideal candidate is detail-oriented analytical and adept at handling dynamic business needs.

Primary Responsibilities

Analyze historical data and trends to create accurate short-term and long-term workload forecasts for Global Services operations.
Build and manage schedules to ensure adequate staffing coverage across multiple geographies and time zones.
Monitor performance metrics including service levels occupancy and adherence and recommend adjustments as needed to maintain SLAs.
Generate regular workforce reports including forecasts scheduling performance and productivity insights to share with regional and global leadership.
Collaborate with Global Support teams to address capacity challenges and effectively communicate changes in workforce plans.
Utilize workforce management tools to manage forecast data schedules and performance monitoring.
Improve workforce processes and workflows by providing recommendations based on data findings.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However the description may not be all-inclusive and responsibilities and requirements are subject to change.

Knowledge Skills and Abilities

Analytical skills: Strong ability to interpret data identify trends and recommend solutions.
Technical proficiency: Advanced Excel skills (e.g. pivot tables VLOOKUP conditional formatting basic formulas) and familiarity with workforce management tools (e.g. NICE Verint).
Collaboration and communication: Ability to work effectively with cross-functional teams and communicate moderately complex concepts clearly.
Problem-solving: Ability to recognize risks build operational plans and address issues with minimal supervision.
Adaptability: Thrives in a dynamic fast-paced global organization.

Qualifications

Bachelors degree in business Analytics Operations Management or a related field (or equivalent professional experience).
2 or more years of experience in workforce analytics forecasting or scheduling.
Strong knowledge of contact center metrics (e.g. AHT ASA shrinkage).
Proactive and detail-oriented with excellent time management skills.

Please note that F5 only contacts candidates through F5 email address (ending with @) or auto email notification from Workday (ending with or @).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race religion color national origin sex sexual orientation gender identity or expression age sensory physical or mental disability marital status veteran or military status genetic information or any other classification protected by applicable local state or federal laws. This policy applies to all aspects of employment including but not limited to hiring job assignment compensation promotion benefits training discipline and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting .

Required Experience: