MIS | Workforce Analyst

The Workforce Analyst is a pivotal role in ensuring the business optimizes its manpower to meet client deliverables efficiently. This role will focus on forecasting staffing needs, analyzing real-time workload and volume trends, and ensuring scheduling and intraday management processes meet both employee and business needs.

Key Responsibilities:

Forecasting and Planning

• Use historical data, industry trends, and business insights to create accurate volume, handle time, and staffing forecasts.
• Participate in weekly and monthly forecasting meetings, providing expertise and data to support strategic staffing decisions.

Scheduling:

• Develop optimal staff schedules to meet forecasted volume across various channels such as voice, chat, email, etc.
• Coordinate with team leads and managers for schedule adherence, vacation planning, and other off-phone activities.

Real-time Monitoring:

• Monitor real-t...