Client Engagement Operations Analyst, Workforce Management

The Team:

• Play a critical role in ensuring our service support teams are staffed smartly and efficiently
• Own intraday forecasting and scheduling, balancing real-time operational needs with longer-term planning

The Opportunity:

• Manage and forecast the intraday arrivals for volume, AHT and shrinkage on a weekly basis for assigned teams
• Create and maintain the intraday plan on a rolling 2 weeks basis
• Analyze enterprise volume, productivity and patterns to optimize staffing levels

Skills You Should Hold:

• Passionate about client experience
• Highly collaborative, with exceptional interpersonal and stakeholder management abilities
• Creative problem-solver, comfortable with ambiguity, who consistently generates new ideas to achieve organizational objectives