- Assist in the development and maintenance of workforce management reports and dashboards to track key performance indicators (KPIs)
- Analyze workforce data to identify trends, anomalies, and opportunities for improvement in staffing levels and service levels
- Support schedule optimization efforts by analyzing historical data and forecasting future staffing needs
- Collaborate with cross-functional teams to gather requirements and ensure alignment on workforce management objectives
- Participate in the documentation of standard operating procedures and process improvements
- Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports
- Identifies opportunities for process improvement via SQL, Macro automation
- Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, ) to ensure that daily service level objectives are met
- Perform root cause analysis when action plans do not meet desired results
- Complete and manage schedule exceptions/adjustments on a daily basis
- Bachelor's degree in Business, Analytics, or a related field
- English - minimum B2
- 1+ years of experience in data analysis or workforce management, preferably in a high-volume environment
- Strong analytical skills with the ability to interpret complex data sets
- Proficiency in Microsoft Excel, including experience with pivot tables and advanced formulas
Preferred:
- Familiarity with workforce management software or tools
- Experience with data visualization tools (e.g., Tableau, Power BI) is a plus
- Knowledge of statistical analysis techniques and forecasting methods
Technical Skills and Relevant Technologies
- Proficient in Microsoft Excel and data manipulation techniques
- Basic understanding of SQL for data querying and analysis
- Familiarity with data visualization tools to create impactful reports
- Excellent communication skills, both verbal and written
- Detail-oriented with strong organizational skills
- Ability to work independently and as part of a collaborative team
- Proactive mindset with a willingness to learn and adapt in a fast-paced environment
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