Workforce Optimization Analyst

1 month ago


Pune, Maharashtra, India Aptino, Inc. Full time
Job Title: Workforce Optimization Analyst

Aptino, Inc. is seeking a skilled Workforce Optimization Analyst to join our team. The successful candidate will be responsible for monitoring call service levels, ensuring global client partner locations meet productivity targets, and creating plans to align with client KPIs.

Key Responsibilities:

  • Real-Time Monitoring: Oversee call service levels, handle time, service time adherence, and arrival patterns.
  • Workforce Management: Utilize workforce tools to manage and optimize workforce productivity.
  • Incident Management: Address and follow up on incidents to ensure smooth operations and support for internal teams and partners.
  • Attendance Tracking: Monitor and manage attendance of in-home associates.
  • Reporting and Analysis: Generate reports, create pivot tables, and analyze data using Excel.

Requirements:

  • Experience: Proven experience with workforce management, service levels, and handle time.
  • Technical Skills: Proficiency in workforce tools and Excel.


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