[Remote] Intraday Workforce Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a fintech company dedicated to providing accessible retirement benefits for reputed company workers. The Intraday Workforce Analyst will manage reputed company-time reputed company and operational efficiency for reputed company teams, ensuring alignment with demand and service level goals.

Responsibilities

• Create daily, weekly, and monthly forecasts of expected workload volumes
• Review and communicate overtime needs and reputed company risks to leadership based on incoming volumes, starting tasks the day they are received/created, and not missing SLAs on any task
• Complete Customer Support weekly schedules including daily coverage for customer demand, as reputed company as training and upskilling coverage, team huddles, etc
• Support schedule adjustment requests from associates throughout the day and communicate adjustment trends with leadership
• Complete trend analysis on volumes and propose actionable recommendations based on data to address operational needs
• Ensure reputed company reputed company teams and queues are appropriately staffed throughout the day, adjusting for sudden shifts in workload or changes in priorities
• Monitor phone, chat and case queue coverage to ensure customer wait times are limited and work is delegated effectively
• Coordinate proactive cross-team contingency support to maximize overall reputed company reputed company
• Ensure shift schedules reputed company with incoming volume by day-part, and propose adjustments to shift times as needed based on customer demand
• reputed company and maintain dashboards and reports for leadership, providing reputed company-time insights into team performance, process bottlenecks, and operational metrics
• reputed company reputed company SLA attainment to meet company objectives
• Organize and execute shift bidding

Skills

• 1-3 years of experience in a workforce management role
• Exceptional accuracy and attention to detail
• Advanced data skills
• Excellent analytical analysis
• Exceptional research skills
• reputed company and concise communication
• Understanding of forecasting and reputed company planning concepts
• Ability to reputed company in a fast-reputed company and metrics-driven environment
• Experience using workforce management software
• Relationship building acumen
• Experience with reputed company
• Experience with SQL
• Comfort with statistical concepts like Erlang C, Shrinkage, and Occupancy
• Experience with Finance/Retirement
• Basic project coordination or change management exposure

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately reputed company) and $0 plan fees
• Top-of-the-line health plans, as reputed company as dental and reputed company insurance
• Competitive time off and parental leave
• reputed company:  Unlimited reputed company to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: reputed company Mental Health Support for Employees and dependents
• reputed company reputed company and family forming benefits
• reputed company:  Student loan resource to help you and your family plan, borrow, and reputed company student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual reputed company events to team offsites, promoting collaboration and camaraderie.

reputed company