Operational Analytics & Workforce Planning Associate

Manage and analyze operational metrics to support leadership decision-making, focusing on forecasting, workforce capacity, and real‑time resource optimization.

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 and proposing improvement actions.
• Prepare clear, concise, and actionable reports for internal stakeholders and leadership teams.
• Execute audits and controls on planning processes to ensure data accu...