[Hiring] Analyst II, Workforce Management @Qualfon

Role Description

This position is responsible for managing the site Workforce functions, which include management of workforce personnel, headcount, forecasting, reporting, capacity planning, and strategic planning for workforce process improvements. The Workforce Coordinator leads a team composed of Real-Time Analysts, Workforce Analysts, Schedulers, and Reporting Analysts. This role reports to—and works closely with—the Workforce Manager to ensure that both client and internal workforce requirements and deliverables are met.

Responsibilities

• Team Management
  • Ensures all Real-Time Analyst (RTA) deliverables are accurate and sent on time.
  • Provides support to the team and cascades RTA directives to Operations Management.
  • Conducts regular performance evaluations.
  • Reviews workforce-related metric opportunities with the team and identifies improvement areas in collaboration with Operations leaders.
  • Leads and develops team members to be highly motivated, efficient, and customer-centric.
• Strategic Planning
  • Assists the Workforce Manager in strategic planning and in achieving business unit goals by developing strategies, initiatives, and solutions to improve productivity.
  • Helps identify risks and issues, offering practical advice and options to management and stakeholders on workforce management matters.
• Reports Management
  • Creates and develops reports used for critical decision-making.
  • Presents data analysis and recommendations.
  • Ensures timely and accurate delivery of required reports.
  • Designs templates for workforce management use.
• Forecasting
  • Runs short- and long-term headcount and FTE forecasts (weekly, monthly, yearly).
  • Manages shrinkages (leave of absence, leaves, suspension, attrition, absenteeism).
  • Ensures FTE variance between forecast and actual is within the target.
  • Provides new hire requirements to recruitment based on forecast.
  • Analyzes and forecasts based on past and present data trends.
• Capacity Planning
  • Ensures sufficient seat capacity for required site headcount.
  • Ensures optimal utilization of the site and provides recommendations to Site Directors.
  • Determines production capacity needed to meet changing client demands.
• Meetings / Collaboration
  • Attends meetings and conferences with clients as needed.
  • Meets and collaborates with Operations leaders to share relevant workforce management information.
• Learning & Development / Continuous Improvement
  • Attends job-related and skills-enhancement training.
  • Seeks learning opportunities to improve team productivity and efficiency.
  • Facilitates regular mentoring sessions for direct reports.
  • Explores tools, systems, and software to enhance organizational processes.

Qualifications

• Completed Bachelor's degree in Management or a computer-related course.
• Knowledge of database management and spreadsheet software, MS Office applications (Access, Excel, Project, PowerPoint).
• 2–4 years of experience in the Workforce field.
• Completed Supervisor certification and Six Sigma certification.
• Supervisory experience with advanced knowledge in reports and analysis.

Requirements

• Critical Thinking
• Data Management
• Monitoring and Coordination
• Program Management
• Workforce Management