About the Role
This fixed-term position focuses on analyzing workforce data to support efficient scheduling, service delivery, and operational decision-making within a customer operations environment.
Responsibilities
- Monitor daily workforce capacity and demand trends
- Generate reports on team performance and service levels
- Collaborate with operations leads to adjust staffing plans
- Identify inefficiencies in scheduling processes
- Support the implementation of workforce management tools
- Track adherence to planned shifts and breaks
- Analyze call volume patterns and forecast accuracy
- Provide insights to improve agent productivity
- Maintain up-to-date documentation for processes
- Respond to ad-hoc data requests from managers
- Validate data integrity across reporting systems
- Assist in onboarding new team members to tools
- Troubleshoot discrepancies in time and attendance records
- Contribute to monthly forecasting cycles
- Evaluate the impact of operational changes on staffing needs
- Ensure compliance with internal reporting standards
- Work with cross-functional teams to refine metrics
- Support workforce planning during peak periods
- Identify training opportunities based on performance trends
- Help maintain service level benchmarks
- Participate in process improvement initiatives
- Escalate critical issues to senior analysts
- Review scheduling fairness and distribution
- Assist in refining real-time monitoring dashboards
- Contribute to post-incident reviews related to staffing
Compensation
Competitive salary
Work Arrangement
Hybrid
Team
Part of the Customer Operations team
What You'll Do
- Analyze workforce data to support daily operations
- Produce regular reports on team performance
- Collaborate with managers to adjust staffing plans
- Identify opportunities to improve scheduling efficiency
- Support the use of workforce management technology
What We're Looking For
- Demonstrated experience in data analysis
- Strong Excel and reporting skills
- Familiarity with workforce planning concepts
- Ability to communicate insights clearly
- Experience in fast-paced operational settings
Not available
