Job Description
As a Senior Workforce Analyst, you will work within the Post Sales Organization & teams across the business to manage Motive’s customer engagement. Additionally, you will use your strong analytical and problem-solving skills while thriving in a challenging and fast-paced environment. You will be Responsible for providing support to operational staff remotely and ensuring smooth delivery of Quantitative SLAs/KPIs through efficient workforce management. You will prepare all operational reports, which include Client/Internal SLA reports, Daily & Real-Time adherence reports, as well as manage Crisis/Outages, restricting operations. Develop and align customer/internal facing SLA’s and KPIs with Delivery Leadership. You will create interactive dashboards & reports using BI tools such as Tableau on historical data for data-driven decision making to maintain business KPIs. You will oversee volume forecasting and staff scheduling according to the forecast. You will coordinate with Post Sales leadership to ensure a proper plan is created and executed to meet service level requirements. You will manage staff attendance and traffic controlling (breaks and queue setting), simultaneously. You will monitor real-time customer contact volumes and escalate any abnormalities or adherence issues along with suitable solutions. You will review real-time staff levels and adjust active schedules as needed.
About Motive
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable.