Overview

The Operational Analytics & Workforce Planning Associate is responsible for proactively monitoring, analyzing, and reporting operational metrics across service channels to support leadership decision‑making. This role provides data‑driven insights to identify opportunities to shift work across operational tiers, optimize workforce allocation, and mitigate capacity risks, ensuring consistent and efficient service delivery.

Responsibilities

• Align demand with workforce capacity through forecasting, scheduling, and workforce planning activities
• Monitor and analyze key operational KPIs (e.g., volume, SLA, adherence) to ensure performance and service levels
• Generate data‑driven insights and recommendations to support leadership decision‑making
• Manage intraday adjustments to optimize resource allocation and respond to demand fluctuations in real time
• Identify risks, trends, and performance gaps, escalating issues...