Overview

As a Workforce Analyst under the Contact Center Channel, you will be responsible for analyzing and forecasting the needs of the workforce to ensure efficient staffing levels, scheduling and resource allocation. The main duties include monitoring staff attendance, writing and delivering reports, ensuring daily staff coverage, ensuring schedule adherence, observing attendance incidents, and communicating with staff members.

What you’ll contribute

• Gathers and analyzes workforce data to identify trends and patterns.
• Ensures absences are being captured and updated in the WFM tool. Schedule and breaks optimization. Revision due to absenteeism, unplanned activities, etc.
• Ensures alerts/red flags are raised to Operations leaders for possible failure of end of day and/or end of month SLA based on the projected SLA targets.
• Monthly review of skills mapping to check the alignment between the telephony and WFM tools.