ADC Workforce Management Analyst

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.

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.

Will require to be up to date on regulatory and or market changes that will impact production volumes.

- Training and Development: Support, plan and execute training programs for the agents when required, focusing on process mastery and quality assurance.  Keeps training material up to date.

- 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 ...