Workforce Management Analyst

The Workforce Management Analyst position is a crucial role responsible for performing activities that will positively impact the organization and contribute to guiding the service operations delivery model. You will be responsible for providing key insights into leading indicators of business performance and explaining how processes and services could be optimized through analytics. The responsibilities span from queue management to trend analysis and development of high-quality presentations for leadership. You may also champion projects and need to work in a constantly evolving environment. Responsibilities: * Notify leadership of staffing inefficiencies. * Project staffing needs by activity. * Track and plan required non-production hours with leaders. * Conduct daily meetings to review trends and impact analysis. * Recommend and manage voluntary time off and overtime. * Analyze and report performance trends. * Aid in development of processes and procedures. * Identify risks and opportunities.