Workforce and Reporting Analyst [For Pooling]

Position Description

The Workforce Analyst Service Consultant will be responsible for optimizing workforce management processes to ensure efficient and effective service delivery. This includes forecasting service desk demand, creating staffing schedules, monitoring real‑time operations, analyzing performance metrics, and implementing process improvements. The Workforce Analyst collaborates with cross‑functional teams to align workforce planning with business objectives and strives to maintain high service levels while maximizing resource utilization.

Responsibilities

• Forecasting and Planning: Utilize historical data, trends, and business projections to forecast service desk demand for different time periods (daily, weekly, monthly). Develop staffing schedules and resource plans to meet forecasted demand while optimizing agent utilization and maintaining service level targets.
• Schedule Management: Create and maintain agent schedules, co...