Wfm - Workforce Analyst
hace 2 meses
2+ years of experience in workforce planning/management
- MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL and/or MS Access skills required
- Experience with forecasting volume and schedule generation
- Proven comfort/experience communicating and influencing across job levels with both internal and external partners
- Demonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change
- Excellent analytical and mathematical skills
In this role, you will support the delivery of service levels and productivity targets for all skills/sites you support. You will understand our business drivers and levers, and will monitor and report volume actuals against forecast, to meet short-term outlook.
Responsibilities include:
- On-going generation, creation, and maintenance of accurate data/reporting
- Run “what-if” scenarios for staffing
- Analyze data to outline any reasons for under/over performance, and recommend actions to improve performance.
- Support the production, communication, & implementation of service level action plans
- Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
- Work with operational and support teams to effectively plan non-productive time (NPT)
- Ensure accurate recording and reporting of metrics
- Develop relationships with leadership and workflow/capacity partners, to include sharing standard methodologies
- Work closely with leadership to identify “hot spots” and take appropriate actions to minimize any impacts
- Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner
- Evaluate and implement opportunities for improving workflow processes and automation of processes
- Monitor adherence to productivity and SLA
- Experience with the Workforce Management tools.
- VBA Python scripting skills is a plus
- Ability to effectively use tools such as Data Warehouse, SQL, etc
- BA or BS degree in engineering/operations/business
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