Workforce Analyst

Position Description

As a Workforce Management Agent, you will support the effective operation of the Transfer Agency Client Service Desk by ensuring appropriate staffing coverage and resource alignment. This role focuses on forecasting workload, planning capacity, and monitoring real-time performance to help maintain service levels and operational efficiency. You will combine data analysis with coordination across teams to ensure customer demand is met while balancing business and workforce needs.

Key Responsibilities

• Forecasting and Analysis: Analyze historical interaction volumes (calls, emails, chats) and relevant trends to forecast future workload.
• Capacity Planning: Develop and maintain staffing schedules that align with forecasted demand and peak periods to meet Service Level Agreements (SLAs).
• Real-Time Monitoring: Monitor real-time performance, including agent occupancy, schedule adherence, and shrinkage (breaks, trai...