Workforce Management Analyst II

The Workforce Management Analyst II in Global Services is responsible for supporting workforce management operations across multiple regions to ensure optimal staffing, accurate forecasting, and operational efficiency. The ideal candidate is detail-oriented, analytical, and adept at handling dynamic business needs.

Requirements

• Analyze historical data and trends to create accurate short-term and long-term workload forecasts for Global Services operations.
• Build and manage schedules to ensure adequate staffing coverage across multiple geographies and time zones.
• Monitor performance metrics, including service levels, occupancy, and adherence, and recommend adjustments as needed to maintain SLAs.
• Generate regular workforce reports, including forecasts, scheduling performance, and productivity insights, to share with regional and global leadership.
• Collaborate with Global Support teams to address capacity challenges and effectively communicate changes in workforce plans.
• Utilize workforce management tools to manage forecast data, schedules, and performance monitoring.
• Improve workforce processes and workflows by providing recommendations based on data findings.