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;