Workforce Management Analyst

Job Description

Role & responsibilities Collect, analyse, and interpret data to create performance dashboards & reports. Develop and maintain MIS report such as daily, weekly, and monthly reports. • Real -Time Monitoring: Track live operational metrics, including queue times, agent availability, and service levels. • Data Analysis & Reporting: Utilize Google Sheets for data manipulation, pivot tables, and automation using formulas and scripts. • Looker Studio Dashboards: Design and maintain interactive dashboards to visualize trends, KPIs, and workforce performance. • Forecasting & Trend Analysis: Identify patterns in historical data to optimize staffing and resource allocation. • Performance Optimization: Provide actionable insights to improve efficiency and reduce downtime. • Stakeholder Communication: Collaborate with managers and teams to ensure smooth operations and quick decision-making. • Automation & Scripting: Implement Google Apps Script to automate reporting and data updates. Preferred candidate profile Bachelors degree. Relevant industry experience. Proficiency in Microsoft excel (Advanced level- VBA). • Advanced Google Sheets proficiency (pivot tables, formulas, automation). • Looker Studio expertise (dashboard creation, data visualization). • Strong analytical skills for real-time decision-making. • Experience in workforce management tools (e.g., IEX, CMS, Avaya). • Ability to work under pressure and manage fluctuating workloads. • Excellent communication skills for reporting insights to stakeholders. Flexible to work in night shifts.