Job Description: A workforce analyst works to improve the operations within, and customer experience provided by, an organization. As a workforce analyst, your job duties include developing staff schedules, collecting staff performance and customer feedback data, reviewing and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for company leadership to inform their policies and decision-making processes. Job Responsibilities: Identify innovative methods to maximize efficiencies throughout the sales and service teams within the set-out responsibilities. Define and manage an effective resource plan to ensure that resources are fully utilized and service demands are effectively met using work force management principles Provide input into the business by sharing analysis and providing recommendations on an ongoing basis. Analyze the team’s performance data and identify tactical ways to maximize opportunities and ensure SLA’s are maintained. Engage with peers and management team to give and gain objective feedback on areas of improvement and opportunities. When required, conduct time and motion studies to test the processes in place. Build networks and form strong relationships with important stakeholders Job Requirements: Relevant business analyst qualification. More than 2 years’ experience as a Work force analyst, planner or business process analyst.
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