Primary Responsibilities:
> Scope of Support: Supports the enterprise LOB (Client, Vendors and Partners) in close partnership with domestic WFM team. Full execution of tasks and responsibilities required by the role.
> Advanced Data Analysis: Analyze workforce data to identify trends and forecast staffing needs.
> Model Development: Develop and maintain workforce planning models and tools.
Collaboration: Work with Finance, Training and departmental leaders to understand staffing requirements.
> Reporting: Prepare and present workforce analysis reports to management
> Compile, analyze, review, forecast, and trend complex data
> Present analysis and interpretation for operational and business review and planning
> Support short and long term operational / strategic business activities through analysis
>Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
> Support ad hoc operational/strategic business activities through analysis and reporting
> Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time
> Perform other job-related work as assigned
