Job vacancy Workforce Analyst

SPINTEX

Workforce analysts interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience.
They serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps.
Point of Contact for WFM customers & WFM global manager Successfully manage Key Performance Indicators (KPIs)
Follow, create & modify standard processes and procedures as they relate to communication and education to both internal and external customers
Provide, maintain and analyze as needed reporting of KPIs to measure effective and efficient account performance
General oversight of impacts to Staffing (increasing & decreasing staffing) within a rolling 90 days period
Provide, maintain and analyze as needed reporting of KPIs to measure effective and efficient account performance
Maintain good results in Key Financial Indicators (Phone OCC – IC OCC – Staff to forecast -cost-)
Create and control new metrics that allow us to improve the performance Perform short/ medium/ long term Staffing Management and activities
Support real time analyst on intraday management and decisions
Owner and accountable for the results of the account
Assure compliance to all WFM initiatives for standardization and process improvement Work towards employee’s satisfaction, focusing on their performance

Working Experience: 1 - 3 Years

Education: Higher National Diploma

30 Apr, 2024