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Senior Workforce Analyst

hace 2 meses

Monterrey, Nuevo León, México Swbc A tiempo completo
Senior Workforce Analyst

At SWBC, we're seeking a highly skilled Senior Workforce Analyst to join our Work Force Management team. As a key member of our team, you'll be responsible for all WFM tasks within the department, including attendance, scheduling functions, and real-time monitoring.

Key Responsibilities:
  • Maintain tactical and strategic schedule management to maximize staffing resources and achieve service level objectives.
  • Implement intraday management and response plans to ensure schedule adherence, responses to unplanned calls, staffing, and handling time variances.
  • Lead and support forecasting and scheduling processes.
  • Provide trend analysis and feedback to the WFM Resource Planner to improve call, handle time, and shrinkage forecasts.
  • Assist with daily, weekly, monthly, and ad-hoc reporting for management team, business partners, and key stakeholders.
  • Maintain daily schedule and activity within WFM scheduling and ACD software tools.
  • Perform time-off management responsibilities within WFM software tools.
  • Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities.
Requirements:
  • High School Diploma or GED required.
  • Bachelor's Degree in Mathematics, Engineering, Statistics, or related field of study from an accredited four-year college or university preferred.
  • Minimum of five (5) years of experience in workforce management forecasting, scheduling, real-time adherence, and reporting required.
  • Proficient Microsoft Office skills, including Outlook, Word, and Excel.
  • Strong data entry and data validation skills.
  • Strong mathematical and analytical skills.
  • Strong problem resolution skills.
  • Excellent attention to detail and organizational skills.
  • Excellent verbal and written communication skills.
  • Excellent presentation skills.