- Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend product improvements
- Develops the team to be able to perform complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes
- Coordinate staffing schedules to ensure optimal coverage across departments while anticipating and addressing potential staffing challenges.
- Analyze workforce data and trends to support decision-making and improve operational efficiency
- Collaborate with department heads to understand their staffing requirements and facilitate effective communication between teams
- Assist in the onboarding and training processes for new employees, ensuring a smooth transition into their roles
- Monitor attendance and performance metrics to identify areas for improvement and implement corrective actions as needed
- Maintain accurate records of workforce-related data and prepare reports for management review
- Support the implementation of workforce management tools and systems to enhance operational workflows
Required:
- Bachelor's degree in Human Resources, Business Administration, or a related field
- English - B2 minimum
- 3+ years of experience in workforce management, scheduling, or a related role.
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights
- Proficient in workforce management software, Porwerbi and Microsoft Office Suite, particularly Excel
- Excellent organizational and time management skills, with a keen attention to detail
Preferred:
- Experience in a fast-paced, high-volume environment
- Familiarity with labor laws and regulations relevant to workforce management
- Proficiency in workforce management software solutions
- Experience with data analysis tools and reporting software
- Understanding of scheduling algorithms and optimization techniques
- Exceptional interpersonal and communication skills, with the ability to collaborate effectively with diverse teams
- Proactive problem-solving mentality with a focus on continuous improvement.
- Ability to thrive in a fast-paced environment and adapt to changing priorities.
- Commitment to maintaining confidentiality and handling sensitive information responsibly.