Workforce Management Analyst

The role is responsible for managing task queues and ensuring SLA adherence across different LOB's. This position focuses on real-time task monitoring, resource allocation, priority management, reporting, and SLA forecasting to ensure smooth daily operations and continuous process improvement.

Responsibilities:

• Oversee different LOB's task queues, ensuring tasks are completed within defined Service Level Agreements (SLAs)
• Continuously monitor task buckets and prioritise tasks approaching SLA breach
• Allocate and reallocate resources proactively to avoid delays and SLA violations
• Track daily team attendance and assess real-time resource availability
• Assign tasks based on individual skillsets, capacity, and workload
• Adjust task allocation dynamically throughout the day to balance workload and ensure timely completion.
• Closely monitor tasks nearing SLA limits and ensure they receive im...