Senior Workforce Analyst

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.