Workforce Analyst

• The Workforce Analyst will handle all four aspects of Workforce Management: Real-time Management, Reports Generation & Analysis, Scheduling and Forecasting.
• Creates and analyzes capacity plan and provides recommendations. Determines required headcount based on forecasted volume on target hours and determines handling capacity.
• Updates and processes real time performance analysis. Obtains quantifiable performance figures in order to make critical recommendation to address performance issues
• Manages and monitors queue for Service Delivery against attainment of passing KPIs. Keenly observes the queue and proactively responds with action plans with continual communication with Ops leadership team
• Acts as central point of communication regarding account performance by cascading information to decision-makers. Escalates relevant information on performance and ensures proper documentation of major incidents
• Facilitates/leads meeting with Service Delivery for alignment on capacity plan. Provides recommendations before setting agreement on lock plan
• Tracks forecast to actual performance and uses data to forecast succeeding months
• Analyzes forecast to actual performance and recommends course of action to improve resource efficiency and achieve KPI targets

Desired Experience and Skills

• College graduate – preferably from a course under the following: Math, Engineering, Statistics
• At least 1 year relative experience in Workforce Management
• Working knowledge and technical understanding or Workforce or Resource management principles, concepts and practices.
• High level of proficiency in MS Office
• General knowledge in forecasting
• Problem Solving, Analytical Skills
• Excellent Oral and Written Communication