Analyst

• Collaborate with team leaders, managers, and other departments to gather insights and accurately forecast inbound contact volume, transaction types, and agent requirements.
• Develop short-term and long-term resource forecasts to meet both expected and unexpected demand changes.
• Utilize workforce management (WFM) tools to generate forecasts and adjust them as required based on changes in historical trends, seasonality, or other factors.
• Providing support on forecast staffing requirements, both long term and short term.
• Create and manage schedules for agents to ensure optimal coverage based on forecasted demand, operational requirements, and employee availability.
• Ensure that agents' shifts align with service level agreements (SLAs) and minimize idle time.
• Provide the leadership regular analysis on workforce performance, including productivity, adherence, and staffing efficiency.
• Recommend process improvements and resource optimization strategies based on data insights.
• Work closely with operations, HR, and training teams to ensure resource planning is aligned with business goals.
• Assist in the onboarding and training of new team members, ensuring they are adequately prepared to meet the operational needs of the business.
• Suggest and implement improvements to workforce planning processes, tools, and methodologies.
• Stay updated with the latest industry trends, tools, and best practices in resource planning and BPO operations.

Workforce Analyst

Junior Cash Analyst

Quality Analyst

Threat Analyst