IT Services organization is looking for a Workforce Analyst who can be a part of a fast-growing capacity planning and workforce management team. The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. They will also possess an analytic and optimization background to enable tactical workforce planning. Cross-team collaboration and project management skills are essential. A passion for developing a standard Global WFM model is required, as is engaging your team to do the same. You will play an active part in this effort.
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.
Key job responsibilities
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