Support Workforce Management Analyst - Americas

Responsibilities: Own scheduling and real-time workforce management activities to optimize coverage for a global support organization. Translate capacity plans into daily schedules and monitor real-time queues to maintain service level objectives.

Requirements: Requires hands-on experience in workforce management, scheduling, or capacity planning within a customer experience or technical services environment. Must possess strong analytical skills and the ability to make quick operational decisions using WFM platforms.

Key skills: Workforce Management, Real-time Analysis, Scheduling, Capacity Planning, Data Analysis, SLA Management, Operational Problem-solving, Dashboard Development, Coverage Planning, Reporting, Communication, Stakeholder Collaboration

Keywords: Workforce Management, WFM, Real-time Management, Capacity Planning, Service Level Agreements, SLA, Shrinkage, Occupancy, Adherence, Coverage Health, Intraday Adjustments, Customer Experience, Technical Services, Dashboards, Operational Visibility