Analyst - Workforce Management

Job Summary:

The Analyst in Workforce Management is responsible for coordinating and optimizing the performance of both Frontline and Backline Finance -Customer Facing operations.

This role involves providing supervisors and management with the insights necessary for medium and long-term decision-making while managing short-term operational decisions on the floor.

The Analyst will ensure optimal resource utilization, monitor performance indicators, and implement improvement plans to enhance customer experience quality and efficiency.

 

Key Responsibilities:

- Workforce Coordination: Analyze and organize staffing schedules to ensure adequate coverage for customer interaction volumes (emails, Calls, etc), including peak and off-peak periods.

- Performance Monitoring:  Track key performance indicators (KPIs) such as service levels, abandonment rates, collection rates, adherence to the plan, etc., ensuring alignment with function goals.

- Forecasting and Planning: Conduct forecasting for volumes and staffing needs, adjusting plans as necessary based on real-time data and historical trends.

- Training and Development: Support and execute training programs for the agents when required, focusing on process mastery and quality assurance.

- Reporting: Prepare and present regular weekly and monthly performance reports to management highlighting achievements, areas for improvement, and training needs.

- Continuous Improvement: Collaborate with supervisors to develop and implement plans for continuous service level improvement, enhancing the overall customer experience.

- Communication: Maintain effective communication with supervisors and management to understand team dynamics and address any operational challenges.

Required Skills and Competencies:

- Analytical Skills: Ability to analyze data effectively to make informed decisions and recommendations.

- Communication Skills: Strong verbal and written communication skills to convey information clearly and concisely.

- Empathy and Interpersonal Skills: Ability to build relationships with staff at all levels, demonstrating respect and understanding.

- Responsibility and Accountability: Reliable in meeting commitments and delivering high-quality work with minimal supervision.

- Problem-Solving: Proficient in using mathematical techniques to address practical issues and optimize operations.

- Adaptability: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Qualifications:

- Education: Bachelor’s degree in Business Administration, Industrial Engineering, Finance, Customer Service, or related field.

- Experience: Minimum of 1 year in workforce management role.

- Language Skills: Intermediate proficiency in English (B2 or above)

- Technical Skills: Proficient in Microsoft Excel and PowerPoint (intermediate to advanced level).