Senior Workforce Analyst

Job Description

Motive is seeking a Senior Workforce Analyst to manage customer engagement within the Post Sales Organization and across various business teams. The ideal candidate will possess strong analytical and problem-solving skills, thriving in a fast-paced environment.She will be responsible for providing remote support to operational staff and ensuring the smooth delivery of Quantitative SLAs/KPIs through efficient workforce management. She will prepare operational reports, develop and align customer/internal facing SLAs and KPIs, and create interactive dashboards using BI tools like Tableau.Responsibilities:

• Providing support to operational staff remotely.
• Preparing operational reports, including SLA and adherence reports.
• Developing and aligning customer/internal facing SLAs and KPIs.
• Creating interactive dashboards and reports using BI tools.
• Volume forecasting and staff scheduling.
• Managing staff attendance and traffic controlling.
• Monitoring real-time customer contact volumes.

Requirements:

• Minimum of 3 years of working experience in workforce management.
• Ability to manage reporting & stakeholder visibility into WFM key Metrics (KPIs).
• Working knowledge of process management & documentation.
• Experience with a Workforce Optimization platform (WFO).
• Strong Stakeholder Management skills.
• Excellent written & verbal communication skills.
• Strong knowledge of customer care processes and techniques.

Motive offers:

• A remote work environment.
• Opportunity to work with a diverse and inclusive team.