Job Summary
The Workforce Management Analyst is responsible for optimizing workforce performance across an omnichannel IT Service Desk by providing real-time operational monitoring, workforce scheduling, and performance reporting. The role ensures the right resources are available at the right time to support service demand across supported LOBs thru voice, chat or other ticketing channels while meeting service level agreements (SLAs), customer experience objectives, and operational goals.
Working closely with Service Desk leadership, Workforce Planning, and Service Delivery teams, the analyst monitors live operations, manages staffing adjustments, maintains workforce schedules, analyzes demand trends, and delivers operational insights that enable proactive decision-making and continuous service improvement.
Key Responsibilities
Real-Time Operations Management
- Monitor live operational performance across all IT Service Desk LOBs and channels, including phone, chat and other applicable ticket queues.
- Track workforce and service performance against established KPIs and SLAs, identifying emerging risks and recommending corrective actions.
- Perform intraday resource management by reallocating analysts across channels, skills, or queues to maintain service levels and operational efficiency.
- Monitor schedule adherence, occupancy, availability, shrinkage, and queue health, ensuring resources are aligned with current demand. Strong focus on capacity gaps coming from non inbound states versus planned interval level staffing
- Support major incidents, high-priority outages, and business-critical events by coordinating staffing adjustments and communicating operational impacts to stakeholders.
Workforce Scheduling
- Build, maintain, and administer workforce schedules that support 24x7 IT Service Desk operations.
- Process schedule updates including leave requests, training, coaching sessions, project work, overtime, and shift changes thru IEX or similar platforms while ensuring adequate operational coverage
- Collaborate with Workforce Planning and Operations to optimize staffing based on forecasts, historical demand, and business priorities.
- Ensure workforce schedules support both planned operational activities and unplanned business events.
Workforce Reporting & Analytics
- Produce daily, weekly, monthly, and ad hoc operational reports that provide visibility into workforce performance, productivity, and service delivery.
- Analyze workforce metrics and operational trends to identify improvement opportunities and recommend actions that enhance efficiency and customer experience.
- Compare forecasted workload with actual demand, identifying variances and contributing to forecast accuracy improvements.
- Maintain workforce dashboards and ensure timely, accurate reporting for operational and leadership reviews.
- Validate workforce data integrity across scheduling, reporting, and operational systems.
Collaboration & Continuous Improvement
- Partner with Service Desk Managers, Team Leaders, Workforce Planning, and Service Delivery teams to support operational planning and workforce optimization.
- Participate in service reviews by providing workforce insights, staffing recommendations, and performance analysis.
- Support process improvement initiatives that enhance workforce efficiency, scheduling effectiveness, reporting automation, and SLA performance.
- Contribute to workforce readiness activities for new services, client onboarding, technology implementations, and organizational changes.
Qualifications
- 1–3 years of experience in Workforce Management, preferably supporting an IT Service Desk, Managed Services, or enterprise support environment.
- Experience in real-time operations, workforce scheduling, and performance reporting.
- Working knowledge of Workforce Management solutions such as Genesys OnPrem/ Genesys Cloud, NICE IEX or similar platforms.
- Familiarity with ITSM environments and ticket management tools such as BMC Remedy, ServiceNow or equivalent is preferred.
- Strong understanding of workforce planning concepts, scheduling methodologies, and operational reporting.
- Proficiency in Google Sheets or Microsoft Excel; experience with Power BI or similar visualization tools
- Excellent analytical, problem-solving, and decision-making skills.
- Strong communication and stakeholder management skills with the ability to influence operational decisions using data.
- Ability to thrive in a fast-paced, dynamic operational environment.
- Good English communication skills (CEFR B1–B2 or equivalent).
Key Competencies
- Workforce Management
- Real-Time Operations
- Workforce Scheduling
- Omnichannel Resource Management
- Operational Reporting & Analytics
- Service Level Management
- Capacity Planning
- Data Analysis & Visualization
- IT Service Desk Operations
- Stakeholder Collaboration
- Continuous Improvement
- Critical Thinking
- Adaptability
- Customer-Centric Service Delivery
