- Assist in the development and maintenance of workforce management reports and dashboards to track key performance indicators (KPIs)
- Analyze workforce data to identify trends, anomalies, and opportunities for improvement in staffing levels and service levels
- Support schedule optimization efforts by analyzing historical data and forecasting future staffing needs
- Collaborate with cross-functional teams to gather requirements and ensure alignment on workforce management objectives
- Participate in the documentation of standard operating procedures and process improvements
- Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports
- Identifies opportunities for process improvement via SQL, Macro automation
- Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, ) to ensure that daily service level objectives are met
- Perform root cause analysis when action plans do not meet desired results
- Complete and manage schedule exceptions/adjustments on a daily basis