Work Force Management Analyst/ Associate
Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders.
Enforce real-time adherence in all Work Types and Markets within the scope of operation.
Monitor the volumes at the interval level and ensure the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real-time events that negatively impact the execution of planned productivity hours to meet SLAs.
Maintain constant interaction with the client, reporting site performance, including but not limited to staffing compliance, skilling status, and outages.
Provide visibility and reporting capabilities of main Key metrics related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion.
Create and optimize schedule shells, allocating productive time based on interval level staffing needs, following local specific labor laws.
Ensure the appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment.
Develop and maintain a scheduling matrix for the site; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks.
Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level.
1+ years of tenure in WFM intraday and scheduling positions.
Proven experience in operating and directly handling a large scope of FTEs
Creative and problem solving oriented
Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing,etc.)
Excellent communication skills
Proactive and able to take decisions based on real time situations
Knowledge of tools such as: Power BI, Advanced Excel, Visual Basic, AWS.
Advanced Excel skills (LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros)
Studies in Engineering, Business Administration, or related fields
Experience working with internal/ external stakeholders in multiple geographic regions
Heredia
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