Job Description
As a Workforce Analyst, you will play a critical role within our delivery teams, optimizing workforce management strategies to enhance operational efficiency. You will leverage analytical skills to support both frontline staff and management in achieving service-level objectives while adapting to the dynamic demands of the contact center environment. Provide comprehensive support to operational teams, ensuring the seamless delivery of KPIs through effective workforce management practices. Develop and maintain operational reports, including Client SLA reports, Daily & Real-Time adherence reports, and Outage reports. Utilize advanced reporting tools and Excel to create interactive dashboards that facilitate data-driven decision-making and KPI maintenance. Conduct volume forecasting and develop staff scheduling plans aligned with the forecast to optimize resource allocation. Collaborate with contact center leadership to create and execute strategies that meet service level requirements effectively. Monitor and manage real-time contact volumes, identifying any adherence issues and proposing actionable solutions. Adjust active schedules as needed based on real-time staffing levels and operational demands. Assist in training and mentoring junior workforce associates to enhance team performance and cohesion.
About Motive
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable.