Workforce Services Senior Analyst

Return to Office Setup: Return to Office

Responsibilities

• Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting).
• Develop and ensure integrity and consistency of set WFM processes/procedures applicable to the accounts being handled.
• Ensure Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
• Extract, manipulate and present data from WFM application/manual platform, and maximize benefits from WFM application by utilizing the full functionality.
• Manage internal and external audits with processes and controls in place.
• Conduct monthly coaching and performance feedback to direct reports.
• Project Shift Schedule: Rotation Shift
• Project Rest Day: Rotation Off