Workforce Analyst
3 weeks ago
The role involves managing the global seat allocation for agents, consolidating data across all programs, analyzing gathered data to ensure utmost accuracy, and working with various teams on centralized reporting and seat capacity. Additional responsibilities include assisting the WFM Planner on new program sizing.
Responsibilities:- Manage the global seat allocation for agents.
- Consolidate data across all programs.
- Analyze gathered data and ensure utmost accuracy.
- Work with WFM Delivery, Operations, and other Support groups on tasks pertaining to centralized reporting and seat capacity.
- Assist the WFM Planner on new program sizing.
- Minimum 2 years of experience in an MIS/WFM role with a basic understanding of scheduling, forecasting, and capacity planning.
- Experience in extracting data from CMS and other reporting platforms.
- Experience in automating tasks/reports to reduce cycle time and defects.
- Advanced user of G Suite Apps, Excel, and other MS Office applications.
- Knowledge of VBA, SQL, macros, linked data, pivot charts, and visualization tools.
- Experience in developing dashboards with useful visualization.
- Good attendance record.
- Amenable to work onsite and graveyard shifts.
- Excellent time management and prioritization skills.
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