Workforce Management Analyst

Responsibility

? Able to analyze trends and patterns on volume injection to accurately forecast potential need in class requisition;
? Good knowledge in data trends and patterns in schedule adherence and identify behavioral trends that impacts operational performance overall;
? Continuously analyze reporting, staffing, and scheduling procedures for maximum efficiency;
? Establish and maintain operational reporting: Reports include but are not limited to, real-time and historical reporting on volumes, service performance, staffing, and historical trends;
? Proactively maintain continuous internal communication with staff, managers, and directors regarding load balancing and staffing needs, in real-time, and historically;
? Lead meetings with management to assess performance and identify and mitigate risks;
? Coach, train, and evaluate team members;
? Manage the team to ensure service level standards are consistently met;
? Oversee intraday management of real-time scheduling and workload management to meet service-level requirements;
? Make decisions and provide solutions on certain Operational challenges impacting staffing and scheduling.


Key skills and experience

? At least 1 year relevant experience as Planner and Scheduler;
? At least 1 year experience as leader of any team size;
? Planning and Organizational skills;
? Thrive in a fast-paced content moderation environment;
? Attention to detail;
? Good understanding of effective scheduling, planning and seat planning;
? Commitment to ownership and accountability.