Workforce Management Analyst
BengaluruFull-time3–6 yrsPosted 3 days ago
Mid-level operations role at Ethos Life in Bengaluru. Needs 3+ years.
About the role
We are looking for a Workforce Management Analyst who can help enable our Customer Experience (CX) teams to deliver this experience by helping create and maintain critical CX processes
What you'll do
- Partner with managers and other stakeholders to ensure the highest level of performance for our support and operations teams
- Use metrics, your own analysis, and other feedback mechanisms to develop forecast models for support team volumes based on historical data, seasonal trends
- Scheduling of resources for different focus areas and support channels to maximize coverage of customer interactions across all support channels
- Conduct analysis and real time monitoring of support team members’ performance and schedule adherence
- Strategize and develop new processes to monitor productivity and performance for support teams
What you need
- Excel
- Data analysis
- Process improvement
- Problem solving