Senior Business Analyst, Workforce Management

1 month ago


Hyderabad, Telangana, India Ascensus Full time

Job Summary

We are seeking a highly skilled Senior Analyst, Workforce Management to join our team at Ascensus. As a key member of our Workforce Management team, you will be responsible for ensuring the efficient operation of our contact center, providing real-time monitoring and analysis of service levels, associate performance, and other key performance indicators.

Key Responsibilities

  • Monitor and analyze service levels, associate performance, and other key performance indicators in real-time to identify trends and areas for improvement.
  • Develop and implement strategies to optimize workforce management, including staffing, scheduling, and training.
  • Collaborate with cross-functional teams to ensure seamless communication and coordination.
  • Provide data-driven insights and recommendations to senior leadership to inform business decisions.
  • Stay up-to-date with industry trends and best practices in workforce management.

Requirements

  • 3+ years of experience in workforce management or a related field.
  • Proven track record of success in analyzing and interpreting complex data sets.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
  • Strong analytical and problem-solving skills.

Preferred Qualifications

  • Experience with workforce management software and tools.
  • Knowledge of contact center operations and management.
  • Certification in workforce management or a related field.

What We Offer

Ascensus offers a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and results-driven individual with a passion for workforce management, we encourage you to apply for this exciting opportunity.



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