Workforce Management Intra-Day Operations Analyst
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Job Overview
The Intra-day Operations Analyst is responsible for managing volume and staffing to ensure optimal performance through continuous interaction with stakeholders, aiming to achieve target metrics and contractual objectives.
Responsibilities
1. Perform Workforce Management support functions for Operations.
2. Communicate intra-day performance and challenges to stakeholders, providing guidance, performance updates, and reporting on phone, tools, or network outages; suggest corrective actions.
3. Analyze the impact of volume, AHT, and shrinkage on staffing requirements.
4. Manage operational forecast variance to plan.
5. Report staffing needs and performance issues impacting service levels, and recommend solutions to address gaps.
Forecasting & Capacity Planning
1. Analyze work volume patterns to identify trends.
2. Create volume and handle time forecasts for intervals, daily, and weekly periods.
3. Determine appropriate staffing levels to meet goals.
4. Assess, simulate, and act upon the impact of forecasted volume, planned AHT, shrinkage, staffing, and other drivers on service levels.
Scheduling
1. Manage staffing plans at interval, daily, and weekly levels to ensure adequate staffing.
2. Administer shift bids across multiple sites and clients/lines of business.
3. Develop and adjust employee schedules and rotations based on work volume demand.
4. Adjust breaks, lunches, start, and stop times daily based on intra-day reporting.
Skills and Qualifications
* English proficiency - C1 minimum.
* Residence authorization to work in Portugal.
* High school diploma (12th grade) minimum.
* Experience in Workforce Management.
* Ability to work independently, multi-task, and meet deadlines.
* Analytical skills for data interpretation.
* Proficiency in Microsoft Excel.
* Ability to communicate effectively across all organizational levels, capturing and managing metrics.
* Excellent written and verbal communication skills.
Additional Information
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Management and Manufacturing
* Industries: IT Services and IT Consulting
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