Support Operations Analyst

Required Skills :

• Proficiency in data analysis tools and techniques
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Ability to thrive in a fast-paced and dynamic environment
• Experience with WFM software. (NICE, IEX, etc)

Duties :

Schedule Analysis & Optimization :

• Analyze existing workforce schedules to identify shifts that deviate from established requirements and demand forecasts
• Identify and report on scheduling inefficiencies and potential areas for improvement
• Recommend and facilitate adjustments to schedules to optimize staffing levels and adherence

Process Documentation, Standardization, and Improvement :

• Document existing scheduling analysis processes and procedures
• Identify opportunities to standardize and improve scheduling analysis workflows
• Develop and implement best practices for scheduling analysis
• Continuously review and update process documentation to reflect changes and improvements

Data Analysis & Reporting :

• Analyze data related to employee availability, skill sets, and operational requirements to support schedule analysis
• Prepare and present reports on key performance indicators (KPIs) related to schedule adherence and efficiency
• Utilize SQL to extract, manipulate, and analyze data for scheduling analysis

Process Improvement & Tool Development :

• Identify opportunities to improve scheduling analysis and optimization processes
• Provide feedback and contribute to the development of new WFM tools and systems
• Adapt to and utilize tools that are being built on the fly and understand that some analysis and planning may require manual methods
• Utilize Jira to track tasks, bugs, and feature requests related to WFM tools

Preferred Skills :

• Proficiency in SQL for data extraction and manipulation
• Experience with Python for data analysis and automation
• Experience using Jira for project tracking and issue management
• Understanding of demand planning principles
• Understanding of call center or customer service operations
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.