System Analyst - WFM Workforce Management System

Experience in Workforce Management (WFM), Scheduling, or Provisioning.

Hands-on experience with Aspect WFM Workforce Management System or an equivalent scheduling platform.

Strong knowledge of Maestro provisioning, user access management, and provisioning support.

Develop, maintain, and optimize workforce schedules based on historical trends, forecasts, and business requirements.

Create schedule coverage plans while balancing offline activities with operational performance goals.

Monitor productivity, service levels, staffing trends, inbound volumes, and scheduled shrinkage, providing improvement recommendations.

Perform system audits to ensure compliance with organizational policies, workforce guidelines, and legal requirements.

Generate reports and dashboards using Microsoft Excel, Tableau, and AI-powered analytics tools.

Develop, document, and continuously improve scheduling and provisioning processes and standard operating procedures.

Support onboarding, offboarding, user access provisioning, and workforce system administration activities.

Collaborate with Global Workforce Optimization (WFO) teams to improve scheduling practices, operational efficiency, and knowledge sharing.

Assist in hiring, onboarding, training, mentoring, and supporting WFO Rotational Analysts.

Demonstrate excellent analytical, communication, problem-solving, and time management skills while working with cross-functional stakeholders.

Proactively identify process improvement opportunities and recommend innovative workforce optimization solutions.

EALicense No: 11C4879 / Registration ID : R1218583

AparTechnologies Pte Ltd, Singapore