Senior Workforce Analyst

2-4 Years

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Early Applicant

Job Description

The Responsibilities:

Manage the global seat allocation for agents
Consolidation of data across all programs
Analyzes gathered data and ensures utmost accuracy
Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity
Assist WFM Planner on new program sizing

Knowledge, Skill Set & Qualifications Required (External)

Minimum 2 years of experience in MIS/WFM role with basic understanding of scheduling, forecasting and capacity planning
Experience in extracting data from CMS and other reporting platforms
Experience in automating task/reports that are manual to reduce cycle time and defects
Advance user of G Suite Apps, Excel and other MS Office applications
Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools
Experience in developing dashboards with useful visualization
Must have a good attendance record
Amenable to work onsite and graveyard shifts
Excellent time management and prioritization skills