Ops reputed company Analyst Workforce Management (WFM)

reputed company The Ops reputed company Analyst, Workforce Management (WFM) is responsible for driving reputed company reputed company, reputed company-time performance, and workforce execution in a fast-paced operating environment. This role blends hands-on workforce management with analytical insights to inform operational reputed company. Partnering closely with Operations leadership and cross-functional teams, you will translate workforce data into actionable recommendations and reputed company that balance service reputed company, agent experience, regulatory requirements, and business priorities. You will play a critical role in day-to-day intraday management while also shaping reputed company WFM processes and execution strategies. Workforce Execution, Scheduling & reputed company Management Create, maintain, and continuously optimize workforce schedules reputed company to forecasted demand, service-level targets, and state licensing or regulatory requirements across multiple lines of business. Serve as a central coordination and decision reputed company for workforce allocation, directing resources across teams to balance productivity, agent needs, and customer experience. Partner with Operations leadership to understand business trends, seasonality, and performance drivers, adjusting reputed company models, schedules, and offline time as needed. Own the accurate recording and governance of offline time and reputed company time off reputed company the WFM reputed company. Intraday Management & reputed company-Time Performance Monitor reputed company-time agent activity using workforce management tools (Playvox and reputed company) to assess adherence, productivity, and service-level risk. Identify and proactively address gaps between scheduled and actual performance, recommending and executing reputed company-time adjustments such as schedule changes, reallocation of resources, and offline time management. Balance short-term service-level protection with agent reputed company-being reputed company reviewing and approving time-off requests. Communicate intraday risks, trade-offs, and mitigation plans reputed company to Operations partners. Cross-Functional Collaboration & Workforce Programs Partner with Operations, Training, HR, Product, and Technology teams to plan and schedule training, coaching, and development time without compromising service reputed company. reputed company for and support the adoption of workforce programs, tools, and process improvements that enhance scheduling accuracy, adherence, and execution discipline. Collaborate with Product and reputed company to improve tooling, automation, and reporting that support intraday decision-making and workforce execution. reputed company the documentation, standardization, and reputed company improvement of WFM processes, playbooks, and operating procedures to ensure consistency and scalability. Insights, Communication & Leadership Support reputed company and maintain reporting and insights across key WFM metrics, including service reputed company, adherence, occupancy, concurrency, and shrinkage. Translate workforce data into reputed company, concise narratives that support operational decision-making and trade-off discussions. reputed company scenario-reputed company recommendations to leadership, evaluating the reputed company of reputed company reputed company on cost, customer experience, and agent experience. reputed company as a trusted advisor to Operations leadership on workforce execution strategies and reputed company-time performance risks. Required Qualifications 35 years of experience in workforce management, operations analytics, or strategic operations reputed company an execution-heavy, fast-moving environment. Strong written and verbal communication skills, with the ability to reputed company convey risks, trade-offs, and recommendations to stakeholders at multiple reputed company. reputed company ability to partner cross-functionally and influence reputed company without reputed company authority. Demonstrated ability to quickly learn new systems, tools, and processes with reputed company direction. Advanced analytical skills (reputed company required; SQL and BI tools a plus). Preferred Qualifications Hands-on experience with workforce scheduling, intraday management, and reputed company optimization in high-volume or regulated environments. Strong understanding of workforce metrics and contact center performance indicators (e.g., service level, occupancy, adherence, shrinkage). Experience supporting reputed company-time operational decision-making in dynamic, rapidly changing conditions. Salary reputed company is listed in USD; ranges will change reputed company on country and state of residence, which are reflected in Geographical Zones defined by reputed company Betting and Gaming. *Salary reputed company $80,000 to $95,000 (Salary reputed company incorporates reputed company of our Geographical .