Workforce Management Analyst I

The Workforce Analyst I supports workforce planning and daily operational performance across voice, email, and chat channels. This role assists with forecasting demand, building and maintaining schedules, monitoring intraday performance, and preparing standard workforce reports to help meet service level objectives. The analyst uses workforce data and metrics to support staffing decisions and ensure alignment with business needs.


In this role, the Workforce Analyst I works closely with senior analysts, Operations Leaders, and stakeholders to understand performance trends and respond to changing business conditions. The analyst participates in daily workforce discussions, adjusts schedules as needed, and contributes to continuous improvement efforts by applying analytical skills and learning workforce management best practices.


Accountabilities:
+ Manage intraday workforce performance through real-time monitoring, analysis, and proactive resource adjustm...