Workforce Operations Analyst

Job description

JOB DESCRIPTION

Extensive knowledge of scheduling software - Aspect WFM workforce management systems or equivalent, minimum

• 1 year experience Extensive knowledge of Maestro and provisioning support Experience producing reports from raw data via Excel or Numbers, Tableau and AI tools experience preferred
• Excellent analytical and time management skills with ability and willingness to continue learning
• Demonstrated ability to work effectively with multiple levels of business leadership, and lead initiatives with global peers and partners
• Review and build schedule coverage plans based on an analysis of historical trends and external factors for complex staffing groups
• Create and maintain multiple system audits to ensure compliance with People and Legal guidelines
• Balance planned offline activities with performance goals for multiple lines of business
• Monitor and report on scheduled shrinkage to make recommendations for real-time queue management Exceptional communication skills (verbal and written) Minimum
• 1 year experience with creation and development of scheduling and provisioning processes and procedures
• Assist with hiring, onboarding, training and ongoing support of Worldwide WFO Rotational Analysts
• Makes space to listen, learn, and amplify diverse perspectives and experiences Actively seeks out opportunities to champion and celebrate inclusion and diversity Self-motivated, able to prioritize tasks and resolve issues independently Innovative, able to propose creative solutions Responsible for the generation and maintenance of Investigator schedules.
• Assess need and take action to redesign schedules, training plans, etc to meet changes in business objectives
• Assist in maintenance of Aspect WFM workforce management systems
• Partner with Global WFO team to improve skills and knowledge base Analysis of productivity, service levels, inbound volume and staff trends, providing recommendations as required
• Facilitate onboarding, off-boarding, and access provisioning tasks Expertise of provisioning architecture, scheduling principles, and operations
• Ability to mentor and motivate peers through complex tasks and projects