Job Description
We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce support, on-floor staffing coordination, and KPI monitoring to ensure service levels and operational goals are met in a dynamic 16×7 environment.
Key Responsibilities
- Support on-floor staffing activity planning and real-time workforce management.
- Perform real-time monitoring to ensure adherence to schedules and SLAs.
- Manage agent breaks and real-time resource availability on the operations floor.
- Monitor and help maintain key Workforce Management KPIs, including shrinkage and schedule adherence.
- Coordinate and communicate effectively with Operations Managers and Team Leads.
- Provide timely updates in internal systems and client tools.
- Identify operational observations and ensure closed-loop communication with stakeholders.
- Meet process expectations with high-quality standards and a strong sense of ownership.
Required Skills & Competencies
- Basic to intermediate knowledge of workforce management and real-time operations.
- Strong analytical, problem-solving, and root cause analysis skills.
- Ability to quickly learn processes and adapt to ongoing business changes.
- Professional conduct with clear verbal and written communication skills.
- Working understanding of web technology and cable setup.
- High reliability in attendance, punctuality, and shift flexibility.
- Ability to work collaboratively while meeting defined timelines and service standards.
- Proactive mindset with willingness to take responsibility beyond assigned tasks.
Qualifications & Experience
- High school diploma or equivalent work experience preferred.
- Prior experience in Workforce Management, RTM, or Customer Operations is an advantage.
- Experience supporting 16×7 operations preferred.
Compensation/Pay:
