Job descriptionthe sr. Workforce analyst will be responsible for generating accurate forecasts for all lines of business, creating glide paths for average handle time (aht) to measure agent performance improvement over time, and calculating the impact of new waves on daily metrics. Additionally, this role will involve staying up to date with trends and seasonality of the campaign, and proactively sharing anticipated increases/decreases due to holidays, promotions, or special days.job requirements
* bachelor's degree in administration, engineering, or a related field or equivalent experience.
* minimum 3 years of experience in wfm, forecasting, or operational analysis.
* strong analytical skills with the ability to interpret complex data and make data-driven decisions.
desired knowledge
* proficiency in workforce management software and tools (e.g., nice, verint, aspect).
* advanced excel skills and experience with data visualization tools (e.g., tableau, power bi).
* excellent communication and presentation skills.
* ability to work independently and collaboratively in a fast-paced environment.
* strong organizational skills and attention to detail.
job responsibilities
* forecasting and analysis:
* develop and maintain accurate forecasts for call volume, workload, and staffing requirements across all lines of business.
* analyze historical data and trends to predict future demand and ensure adequate staffing levels.
* create detailed reports and dashboards to present forecast data and insights to management.
* glide path development:
* design and implement glide paths for aht to track and measure agent performance improvement over time.
* monitor and analyze aht data to identify trends, anomalies, and areas for improvement.
* collaborate with training and quality teams to develop strategies for improving agent efficiency and effectiveness.
* impact analysis:
* calculate the impact of new agent waves, training classes, and other changes on daily and long-term metrics.
* provide actionable insights and recommendations to optimize workforce planning and scheduling.
* trends and seasonality management:
* stay informed about industry trends, seasonal patterns, and campaign-specific factors that may affect call volume and staffing needs.
* share anticipated increases or decreases in demand due to holidays, promotions, or special events with relevant stakeholders.
* develop and maintain a calendar of key dates and events that impact workload and staffing.
* collaboration and communication:
* work closely with operations, training, quality, and other departments to align workforce strategies with business goals.
* communicate forecast updates, trend analyses, and recommendations to management and other stakeholders.
* provide regular updates and reports on workforce performance and areas for improvement.
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