Workforce Operations Analyst
Job Location:
Austin, TX - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Job Title:
Workforce Operations Analyst
Support the SDS Workforce Operations team in managing day-to-day scheduling provisioning and ticket resolution. This role is operational in nature handling a high volume of discrete tasks across multiple workflows (1300-1500 tickets/month).
Key Responsibilities:
Manage and resolve provisioning and scheduling tickets end-to-end through the WFO Support Portal
Accurately triage incoming requests and route them to the appropriate downstream team or system
Maintain scheduling records and ensure timely updates across workforce management tools
Coordinate with cross-functional teams across Austin Cork and Singapore time zones
Identify recurring issues and escalate patterns to the QBA/analytics team for process improvement
Ensure data accuracy in provisioning systems and report discrepancies
Required Skills & Technologies:
Category Tools / Skills- Ticketing & Workflow ServiceNow Jira or equivalent ITSM platforms
Scheduling- WFM tools (e.g. NICE IEX Verint Aspect or similar)
Productivity- Confluence Webex Slack
Data Entry & Reporting- Excel / Google Sheets (intermediate) basic SQL preferred
Communication- Strong written English; async-first communication across time zones
Preferred Qualifications:
4 years in workforce operations helpdesk operations or back-office support
Familiarity with SLA-driven ticket environments
Experience working in a multi-geography team setup
