Job Description
The Workforce Management Analyst is responsible for optimizing workforce performance across an omnichannel IT Service Desk by providing real-time operational monitoring, workforce scheduling, and performance reporting. The role ensures the right resources are available at the right time to support service demand across supported LOBs thru voice, chat or other ticketing channels while meeting service level agreements (SLAs), customer experience objectives, and operational goals.
Working closely with Service Desk leadership, Workforce Planning, and Service Delivery teams, the analyst monitors live operations, manages staffing adjustments, maintains workforce schedules, analyzes demand trends, and delivers operational insights that enable proactive decision-making and continuous service improvement.
Key Responsibilities
Real-Time Operations Management
- Monitor live operational performance across all IT Service Desk LOBs and channels, including pho...