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Workforce Analyst

Posted 7 March by USMAART Limited Easy Apply Ended

USMAART have a fantastic opportunity for a Workforce Analyst to join a world leader who provide business services to clients in a variety of sectors. You will be joining an organisation who currently employees over 100,000 staff covering 5 continents.


Reporting to the Workforce Planning Manager, the successful candidate will be tasked in liaising with Team Managers and Operations Managers when outages/equipment failures occur to ensure action plans are timely to minimise distribution to the contact centre. Communicating changes and updates to operations and support groups, and optimising workflow across through multilingual languages.


  • Self-directed in order to achieve independent goals and objectives
  • Create and generate detailed schedules based on forecasting staffing requirements
  • Plan and schedule coaching sessions, meetings and training
  • Execute and manage the bidding process and vacation planner
  • Reporting
  • Maintains staffing and headcount records and recommends hiring plans
  • Maintain and analyse records of call volumes
  • Monitor and record shrinkages in line with business requirements
  • Support the real-time managers when coverage is required
  • Manage special conditions within the framework of an emergency action plan


  • Customer driven and commercially aware
  • Forward thinking
  • Organised and energetic
  • Calm under pressure
  • Excellent communication
  • Can work and adapt within a highly dynamic and growing environment
  • Planning and problem solving


  • An advanced user of Excel
  • Proven experience of a scheduling role
  • Experience of a multi skilling or multilingual resourcing
  • Knowledge of using IEX workforce management tool

Required skills

  • workforce planning analyst manager scheduling staffing recruitment excel

Reference: 34627833

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