Senior Workforce Analyst

Ubiquity Global Services, Inc. • Eastwood, LA

1d • Onsite

About The Position

The Senior Workforce Analyst will be responsible for managing global seat allocation for agents, consolidating data across all programs, and ensuring the accuracy of gathered data. This role involves collaboration with WFM Delivery, Operations, and other Support groups for centralized reporting and seat capacity planning, as well as assisting the WFM Planner with new program sizing.

Requirements

• Minimum 2 years of experience in MIS/WFM role with basic understanding of scheduling, forecasting and capacity planning.
• Experience in extracting data from CMS and other reporting platforms.
• Experience in automating task/reports that are manual to reduce cycle time and defects.
• Advance user of G Suite Apps, Excel and other MS Office applications.
• Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools.
• Experience in developing dashboards with useful visualization.
• Must have a good attendance record.
• Amenable to work onsite and graveyard shifts.
• Excellent time management and prioritization skills.
• Must be a regular employee of Ubiquity
• At least 6 months in their current role
• Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations
• No active Disciplinary Action (DA)

Responsibilities

• Manage the global seat allocation for agents.
• Consolidation of data across all programs.
• Analyzes gathered data and ensures utmost accuracy.
• Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity.
• Assist WFM Planner on new program sizing.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed