Think of yourself as the primary person in charge of ensuring staffing plans are carried out and adjusted as needed, so not just anyone is qualified for this role! We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being a Workforce Analyst.
Imagine yourself going to work with one thing on your mind: to deliver the world's best customer experience by striking a balance between service and cost. As you tackle your new tasks for the day, you know that it will lead to these key priorities: analyzing current performance and trends, making adjustments to plans if necessary, and implementing targeted actions so that goals are met while also managing efficiencies.
As a Workforce Analyst, you will be monitoring queue level performance and in reporting to Operations and WFM leadership any significant variations from volume forecast, AHT assumptions, and shrinkage factors. Based on these, you will project the impact for the remainder of the day, and recommend actions that will allow the program to meet service and cost objectives. You will be in charge of approving and plotting real-time schedule exceptions, and in creating accurate, timely, and relevant intraday reports. You will report any significant schedule adherence deviations in a proactive and urgent manner. Also, all other duties related to the role as determined by the business or leadership.
So, do you have what it takes to become a Workforce Analyst?
Well, since this is an analyst post we'd need someone who already has the skills and potential to even call themselves one.
If you are someone who has strong mathematical and analytical skills, then you’re exactly what we want! Oh, we also need someone with good communication skills because let’s face it -- if you can't express yourself well can you even orchestrate the execution of our staffing plans?
We need someone who’s flexible and can quickly adapt to the changing business needs and processes. Someone who possesses solid business logic and analytical skills. Along with this, someone who has a high level of attention to detail and has excellent follow-up skills. We also need someone who’s organized and someone who can navigate his/her way well in MS Word, MS Excel, MS Powerpoint and other database generating applications.
We need someone who can be independent in a way they can work on their own but can also work well as a member of a team as well as to coordinate efforts and collaborate with a variety of individuals. We need someone who has the ability to transform data into organized insightful information and is able to meet tight deadlines; strong ability to self-manage on deliverable execution. We need someone who is self-motivated and must excel in a minimally managed high profile position as well as someone with excellent work ethics.
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