Workforce Management Analyst

Workforce Management Analyst

Job Summary

Analyzes trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and corporate objectives.

Essential Job Functions

Analyzes call volumes, call patterns, call trends, and staff productivity for assigned centers; uses this information to build, coordinate, and accurately maintain employee schedules. Forecasts future workflow volume and makes scheduling adjustments based on business needs. Monitors all time away from work for the employees (i.e. vacation, absentee tracking). Recommends time away from work parameters, and monitors all time off. Corresponds with employees; adjusts schedules where appropriate. Communicates daily with managers and supervisors regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Tracks, monitors and analyzes employee adherence to assigned schedule; provides supervisory staff with appropriate feedback to share with employees. Coordinates with supervisors and managers to identify employees who are out of adherence, so that they may be returned to a productive state. Assists with the fulfillment of work force guidelines. Conducts analysis on historical data to determine appropriate shift and staffing levels on a long-term basis. Prepares and maintains workforce management documentation. Analyzes and provides status reports to supervisor on a quarterly basis, or as needed. Makes recommendations to change shifts to improve service levels. Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge. Performs other functions as assigned.

Work Timings (India) - 08.30 PM IST to 5.30 AM IST

Requirements

Analytical skills, Microsoft Office suite, Cisco and IEX, workforce management tools, Scheduling, Demonstrated written communication skills, Strong verbal communication and listening skills, Critical thinking and Problem Solving.

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/

Experience Level

Mid Level