Workforce Management Analyst

Responsibilities

• Plan and optimize workflows on a weekly, fortnightly, and monthly basis
• Monitor schedule adherence, shrinkage, daily traffic volumes, and headcount
• Conduct real-time monitoring and provide recommendations for activities such as training, meetings, and coaching
• Prepare Root Cause Analysis (RCA) for service level performance and staffing issues
• Ensure forecasted workloads match available staff to maintain service levels efficiently
• Start each day with a Review Action Plan (RAP) and track performance throughout the day