WFM (WORKFORCE ANALYST)

Position Description.
Job Summary The Principal Consultant – Workforce Analyst will be responsible for optimizing workforce management processes to ensure efficient and effective service delivery.
This includes forecasting service desk demand, creating staffing schedules, monitoring real-time operations, analyzing performance metrics, and implementing process improvements.
The Workforce Analyst collaborates with cross-functional teams to align workforce planning with business objectives and strives to maintain high service levels while maximizing resource utilization.
The role may be shared across engagements with similar project and skills requirements.
These Terms of Reference apply for the role of Principal Consultant – Workforce Analyst.
Job Responsibilities Your main responsibilities as Principal Consultant – Workforce Analyst are, but not limited to, the following.
· Forecasting and Planning.
Utilize historical data, trends, and business projections to forecast service desk demand for different time periods (daily, weekly, monthly).
Develop staffing schedules and resource plans to meet forecasted demand while optimizing agent utilization and maintaining service level targets.
· Schedule Management.
Create and maintain agent schedules, considering factors such as shift preferences, skill levels, and coverage requirements.
Monitor schedule adherence and manage exceptions (e.
., unplanned absences, schedule changes) to always ensure adequate staffing levels.
· Real-Time Monitoring.
Monitor service desk operations in real-time to identify potential staffing gaps or surpluses and take proactive measures to address them.
Adjust staffing levels and redistribute workloads as needed to maintain service level agreements (SLAs) and minimize customer wait times.
· Performance Analysis.
Analyze key performance metrics (e.
., average handle time, first call resolution, customer satisfaction) to assess service desk performance and identify areas for improvement.
Identify trends and patterns in performance data to optimize staffing levels, processes, and resource allocation.
· Reporting and Analytics.
Generate regular reports and dashboards to provide insights into service desk performance, workforce utilization, and operational efficiency.
Present findings to management and stakeholders, highlighting areas of success and opportunities for improvement.
· Workforce Management Tools.
Utilize workforce management software and tools to automate scheduling, forecasting, and reporting processes.
Configure and maintain workforce management systems to align with business requirements and optimize functionality.
· Continuous Improvement.
Participate in process improvement initiatives to streamline workforce management processes and enhance service desk efficiency.
Collaborate with cross-functional teams to implement best practices and leverage technology to improve workforce planning and optimization.
· Compliance and Quality Assurance.
Ensure compliance with regulatory requirements, company policies, and industry standards related to workforce management and service desk operations.
Conduct quality assurance reviews of workforce management processes to identify and address any areas of non-compliance or inefficiency.
· Customer Focus.
Maintain a customer-centric approach in workforce management decisions, ensuring that service levels are consistently met or exceeded to enhance the customer experience.
· Professional Development.
Engaging in continuous learning and professional development activities to enhance workforce management skills.
This might include attending conferences, workshops, or pursuing certifications relevant to workforce development.
These are intended to describe the general nature and level of work.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified.
All members may be required to perform duties outside of their normal duties from time to time, as necessary.
Skills.
Account Management Advanced Analytics Detail-oriented What you can expect from us.
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