Workforce Analyst

As a Workforce Management Agent, you will support the effective operation of the Transfer Agency Client Service Desk by ensuring appropriate staffing coverage and resource alignment. This role focuses on forecasting workload, planning capacity, and monitoring real-time performance to help maintain service levels and operational efficiency.

You will combine data analysis with coordination across teams to ensure customer demand is met while balancing business and workforce needs.

Future Duties and Responsibilities

1. Forecasting & Capacity Planning
   • Analyze historical interaction volumes (calls, emails, chats) and trends to forecast future workload.
   • Develop and maintain staffing schedules that align with forecasted demand, peak periods, and SLAs.
   • Account for agent availability, training, and planned absences in schedule planning.
2. Real-Time Monitoring & Queue Management
   • Monitor real-time perfor...