Workforce Management Analyst
Ethos (company site, opens in a new tab)3+ yrsBengaluruOn-siteDirect career pageEst. 8–14 LPA
Posted 2h ago
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Job description
Structured overview of role & requirements
About This Role
- Develop and maintain forecast models and scheduling for customer support team volumes based on historical data and trends.
- Conduct performance analysis and real-time monitoring of support staff adherence and productivity, suggesting process improvements.
- Design and implement processes and software to enhance productivity, automation, and data-driven decision making for large support teams.
Minimum Requirements
- 3+ years of experience in operations, with some focus on workforce management operations.
- Strong proficiency with data analysis and metrics, especially advanced Excel or Google Sheets skills.
- Ability to develop forecasting models and perform performance analysis for support teams.
- Work Experience Required: 3+ years in relevant operations and workforce management roles.
Ideal Candidate Profile
- Has experience partnering with managers and leadership to drive data-informed decisions for customer support operations.
- Demonstrates strategic thinking with ability to identify inefficiencies and lead process improvements in a workforce management context.
- Possesses strong analytical skills coupled with effective communication abilities for diverse stakeholder engagement.