Analyst

• Apply and suggest guidelines across all WFM functional areas, including Real Time and Intraday operations.
• Coordinate day-to-day operations to ensure efficient resource utilization.
• Provide constant reviews and feedback on potential risks and opportunities, and take corrective measures.
• Ensure that Standard Operating Procedures (SOPs) are current and continuously improved.
• Communicate plans to Operations and implement mitigation plans if necessary.
• Manage initiatives aligned with the Workforce Management Road Map and ensure quality and accuracy of reports from the RTA team.
• Monitor and respond to service and adherence issues using specialized business tools, forecasts, and real-time statistics.
• Act as a mentor and coach, educating team members in real-time management.
• Rapidly implement actions to mitigate business-critical impacts, including IT outages, and prepare preventive strategies.

WFM Real Time Analyst Lead

Business Area Controlling Analyst