Job Summary
A Senior Workforce Analyst is a key role that requires an individual with advanced analytical skills and experience in workforce management. The successful candidate will be responsible for building relationships with site leadership teams, helping them execute staffing plans for complex teams supporting multiple services 24/7 within Support Engineer fields. This involves leveraging data-driven insights to create actionable plans for local and global stakeholders, ensuring business success.
About the Role
The WFA (Workforce Analyst) serves as the primary contact for WFM policies and processes across SE Domains and Sites. Key responsibilities include establishing, tracking, and reporting metrics such as FRSL, Availability, Shrinkage, AFC, and DRE. Proactive monitoring of performance is also crucial, with the ability to develop paths to improvement when operations deviate from plan.
Responsibilities
- Deliver weekly assessments of site performance with call-outs on misses to drive adherence to plan
- Develop optimal schedule coverage for sites and collaborate with Business Intelligence to report adherence
- Create skilling plans by site to ensure service coverage
- Plan and manage wide flex skilling initiatives to address capacity gaps and mitigate risks to global operations
- Monitor performance, develop paths to green when operations deviate from plan, and coordinate with Site Leads on correction plans
- Consult with Service Support Owners and Ops Managers on testing and validation of Capacity Planning input assumptions
- Provide guidance on scheduling non-casework time for engineers to maintain service levels
- Deliver site and profile level holiday scheduling plans
A Day in the Life
The Workforce Analyst plays a vital role in facilitating communication between Global Biz Ops and the business. Providing feedback on planning process alignment is essential to driving success. This involves working closely with stakeholders at various organizational levels to find the right balance between structure and autonomy.
About the Team
We value diversity and encourage applications from individuals with diverse backgrounds. Accommodations are available during the application process. If you require assistance, please contact your Recruiting Partner.