Job Description
As a Client Engagement Operations Analyst, Workforce Management, you'll play a critical role in ensuring our service support teams are staffed smartly and efficiently—right when our clients need us most.
You’ll own intraday forecasting and scheduling, balancing real-time operational needs with longer-term planning.
Working closely with operations and leadership, you’ll turn data into action to drive exceptional client experiences.
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
- Review all permanent schedule change requests and communicate approvals as appropriate and update in the Workforce Management System
- Research and recommend performance and efficiency improvement processes and changes ...