As a Client Engagement Operations Analyst, Workforce Management, you'll play a critical role in ensuring our service support teams are staffed smartly and efficiently—right when our clients need us most. You’ll own intraday forecasting and scheduling, balancing real-time operational needs with longer-term planning. Working closely with operations and leadership, you’ll turn data into action to drive exceptional client experiences.

The Opportunity

• Manage and forecast the intraday arrivals for volume, AHT and shrinkage on a weekly basis for assigned teams
• Create and maintain the intraday plan on a rolling2weeks basis
• Analyze enterprise volume, productivity and patterns to optimize staffing levels
• Review all permanent schedule change requests and communicate approvals as appropriate and update in the Workforce Management System
• Research and recommend performance and efficiency improvement processes and changes
• Run wha...