Workforce Analyst- FPA Access Center

Job description

The Workforce Analyst will analyze historical and real time data to understand trends to determine demand needed and schedule teams accordingly to ensure the right people are in the right place at the right time. Workforce Analyst will also identify gaps and opportunities within the department so as to provide improvement plan. Alongside the manger; the analyst will help manage forecasts and analyze various KPI trends so as to ensure targets are met. The analyst requires extreme attention to detail, communication and problem solving skills. - Work closely with Workforce Manager to achieve maximum efficiency and accuracy of data - Serves as Workforce Subject Matter Expert for junior analyst - Prepares monthly reports for management team - Assist with the forecast and capacity planning based on service level needs - Assist WFM with forecasting and capacity planning through graphical analysis of volumes, AHT and volume - Participates in ongoing requests and key projects, working independently and collaborating with the WFM to make contributions and improvements to streamline processes - Performs other duties as assigned - other related duties - Associates degree required. Bachelor’s d...