Workforce Management-Business Analyst-Support (Remote - US)

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Requirements:

• 3+ years of experience in workforce management, particularly within a support or customer service environment
• Strong ability to analyze large datasets, identify trends, and make data-driven decisions
• Excellent verbal and written communication skills, with the ability to present complex information clearly to stakeholders

Responsibilities:

• Analyze historical data and trends to forecast workload and staffing needs
• Develop and implement effective workforce management strategies to optimize resource allocation
• Monitor real-time performance and adjust staffing plans as needed to meet SLAs
• Collaborate with support team leaders to identify and address workforce-related challenges
• Generate and present regular reports on workforce performance and productivity metrics
• Provide insights and recommendations to improve overall support team efficiency