Connect & Heal - Workforce Management Role - Operations MIS

Work force Management / OPS MIS

Description of the role :

- Workforce analysts interpret, analyze, rate, and make recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.

- Their job description entails gathering and reviewing a lot of information related to staff performance and customer issues with the goal of determining ways to improve operations through effective staffing decisions and increase customer satisfaction.

- They are responsible for preparing and managing staffing and scheduling to ensure that a sufficient number of staff is available to perform all required tasks (primarily to manage and control leakage of revenue due to unutilized Capacity /Excess number of Staffing)

- They are responsible for assessing staffing levels daily, and monitoring attendance and schedule adherence at individual level /Day level /and at LOB Levels

- The workforce analyst role also involves producing daily reports of staff members' attendance and performance for the human resources department, which is being used to determine whether employees are effectively utilized, to develop strategies to recruit qualified staff.

- It also includes generating regular and ad-hoc reports on a variety of of KPI's and CS Business metrics, including daily agent statistics and skill group/call type statistics; analyzing data to identify trends, issues, and opportunities, and uncovering levers impacting these issues, and developing recommendations for improvement.

- Workforce analysts are responsible for providing periodic reports: real time and historical reports containing performance data to support operations management.

- They are also responsible for appropriately responding to service level variations by working with client and operations to match staff to demand and/or reallocate call volumes.

- They serve as the real-time monitor for the operations team by providing direction, guidelines, and performance updates to hit service level goals /KPI managed at Business levels

- The workforce analyst work description entails analyzing schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and making continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to make sure both service levels and profitability goals are met.

- To become a workforce analyst requires a minimum of High School Diploma and a combination of call center experience and professional training.

- To get into the workforce analyst career also requires strong computer skills, knowledge of relevant software (for scheduling), and organizational skills; analytical skills, ability to thrive in a fast-paced environment, and ability to handle pressure to perform successfully on the Job.

Job Responsibilities :

- Serve as the primary point of contact on workforce management policies

- Serve as subject-matter expert on workforce optimization issues

- Ensure service level targets are met; maintain the right headcount, and calculate call capacity

- Responsible for the maintenance and upkeep of scheduling software

- Responsible for reporting data management activities around employee scheduling and forecasts

- Improve processes and increase efficiency of operations by recommending necessary changes

- Undertake majority of call forecasting and agent scheduling for the contact center

- Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees

- Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center

- Prepare Billing details for vendors for payments and manage cost efficiency on headcounts

- Interpret data, analyze results using statistical techniques and provide ongoing reports

- Develop and implement databases, data collection systems, data analytics and other strategies that optimize efficiency and quality

- Acquire data from primary or secondary data sources and maintain databases/data systems

- Identify, analyze, and interpret trends or patterns in complex data sets

- Filter and "clean" data by reviewing computer reports, printouts, and performance indicators

- Work with management to prioritize business and information needs

- Locate and define new process improvement opportunities

- Any other tasks and responsibilities given from time to time.