The Workforce Analyst I supports workforce planning and daily operational performance across voice, email, and chat channels. This role assists with forecasting demand, building and maintaining schedules, monitoring intraday performance, and preparing standard workforce reports to help meet service level objectives. The analyst uses workforce data and metrics to support staffing decisions and ensure alignment with business needs.
In this role, the Workforce Analyst I works closely with senior analysts, Operations Leaders, and stakeholders to understand performance trends and respond to changing business conditions. The analyst participates in daily workforce discussions, adjusts schedules as needed, and contributes to continuous improvement efforts by applying analytical skills and learning workforce management best practices.
Accountabilities
- Manage intraday workforce performance through real-time monitoring, analysis, and proactive resource adjustments to ensure service level targets are met.
- Provide data-driven insights and recommendations to Operations Leaders to support staffing strategies, capacity planning, and service level attainment.
- Partner with cross-functional stakeholders to incorporate business initiatives, policy changes, seasonality, and external drivers into forecasting and staffing assumptions.
- Develop, publish, and maintain workforce schedules aligned with forecasted demand, business priorities, and operational service targets.
- Lead day-to-day workforce and operational meetings, communicating performance trends, risks, and mitigation strategies.
- Execute and respond to schedule and staffing changes driven by evolving business needs, volume fluctuations, or operational constraints.
- Prepare, analyze, and deliver recurring workforce reports, dashboards, and ad hoc analyses to support operational decision-making.
Qualifications
- Bachelor's degree holder
- Minimum of two (2) years of progressive experience in Workforce Management, preferably within a BPO or Shared Services environment.
- Proficient in Microsoft Excel and WFM-related tools for data management, reporting, and analysis.
- Strong analytical, quantitative, and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
- Working knowledge of workforce management metrics, industry benchmarks, and operational best practices.
- Excellent verbal and written communication skills, with the ability to present data and recommendations clearly to multiple stakeholders.
- Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, deadline-driven environment.
- Demonstrated flexibility and adaptability to changing business needs, including rotating schedules and hybrid or onsite work arrangements.
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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