Workforce Analyst

Job Description

Position Summary:

You will combine data analysis with coordination across teams to ensure customer demand is met while balancing business and workforce needs.

Key Responsibilities:

• Analyze historical interaction volumes (calls, emails, chats) and relevant trends to forecast future workload.

• Develop and maintain staffing schedules that align with forecasted demand and peak periods to meet Service Level Agreements (SLAs).

• Monitor real-time performance, including agent occupancy, schedule adherence, and shrinkage (breaks, training, meetings), and make necessary adjustments to manage volume fluctuations.

• Prepare regular reports and dashboards to track performance, identify gaps, and provide actionable insights to stakeholders and leadership.

• Work closely with Team Leads and other stakeholders to coordinate off-phone activities while maintaining service delivery standards.

Qualification:

• 1–3 years of experience in Workforce Management, preferably in a high-volume contact center or financial services environment.

Skills:

• Strong analytical capabilities with proficiency in Microsoft Excel (e.g., Pivot Tables, VLOOKUP).

• Experience using Workforce Management tools (e.g., Verint, NICE IEX, Genesys) and Customer Relationship Management (CRM) systems.

• Basic understanding of Transfer Agency operations, including mutual funds, distributions, and KYC processes, is an advantage.

• Ability to communicate schedule changes and operational updates clearly and professionally.

Success Metrics:

• Service Level (SL): Achievement of target response times (e.g., 80/20).
• Schedule Adherence: Alignment between planned schedules and actual agent activity.
• Forecast Accuracy: Minimal variance between forecasted and actual volumes.

Why This Role Is Important:

Effective workforce management is critical to ensuring timely and reliable service in a Transfer Agency environment. This role helps maintain consistent service levels, supports business continuity, and contributes to a positive client and customer experience.

Note to Candidates:

This role requires flexibility and the ability to adapt to changing business conditions. Strong time management and composure under pressure are essential.