Workforce Management Analyst

Overview

Analyzes trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation, and uses the results to forecast call arrival and build staffing and scheduling plans.

What you'll do

• Analyze call volumes, call patterns, call trends, and staff productivity for assigned centers.
• Build, coordinate, and accurately maintain employee schedules.
• Forecast future workflow volume and make scheduling adjustments based on business needs.
• Monitor all time away from work for employees, including vacation and absentee tracking.
• Recommend time away from work parameters and monitor all time off.
• Correspond with employees and adjust schedules where appropriate.
• Communicate daily with managers and supervisors regarding scheduling shortages, shift changes, and soliciting overtime to fill shortfalls.
• Track, monitor, and analyze employee adherence to assigned schedules and provide supervisory staff with feedback to share with employees.
• Coordinate with supervisors and managers to identify out-of-adherence employees so they may be returned to a productive state.
• Assist with the fulfillment of workforce guidelines.
• Conduct analysis on historical data to determine appropriate shift and staffing levels on a long-term basis.
• Prepare and maintain workforce management documentation.
• Analyze and provide status reports to supervisor on a quarterly basis, or as needed.
• Make recommendations to change shifts to improve service levels.
• Build personal skill set by participating in in-house or outside insurance and industry courses and seminars as deemed necessary.
• Perform other functions as assigned.

What you'll need

• Analytical skills.
• Microsoft Office suite.
• Cisco and IEX.
• Workforce management tools.
• Scheduling.
• Demonstrated written communication skills.
• Strong verbal communication and listening skills.
• Critical thinking and problem solving.

Details

• Location: Pune, Maharashtra, India.
• Work timings (India): 08:30 PM IST to 05:30 AM IST.
• Flexible work arrangements (remote and/or office-based) are listed as a benefit.