WORKFORCE ANALYST JOB DESCRIPTION

A Workforce Analyst matches staffing supply to call, chat, and email demand so service level targets are not missed. The work centers on shrinkage, adherence, and intraday volume swings that can shift by the hour in a 24/7 environment. Many contact centers run this function against omni-channel queues spanning phone, chat, and email rather than voice alone. It is detailed work, but a single missed forecast can ripple into abandoned calls within minutes.

As the Workforce Analyst, you balance real-time staffing against forecasted contact volume to protect service level and adherence targets across the center. You work closely with operations leadership and reporting teams, translating intraday data into staffing adjustments that keep coverage aligned with shifting demand.

Career Impact: Mastering forecasting and real-time adherence in a 24/7 omni-channel environment builds a skill set valued across contact center operations.

Business Impact: Accurate staffing recommendations directly reduce abandoned interactions and missed service level targets during peak volume periods.

Growth Opportunity: Experience managing capacity across phone, chat, and email channels opens paths toward senior workforce planning and operations management roles.

• Monitor intraday volume, average handle time, and adherence against forecast to flag emerging gaps.
• Adjust staffing schedules and shift coverage to match real-time call, chat, and email demand.
• Analyze historical contact patterns to build forecasts and capacity plans by interval and channel.
• Review and process time-off, overtime, and schedule exception requests within service level constraints.
• Develop dashboards and reports that translate staffing data into actionable recommendations for leadership.
• Partner with operations and reporting teams to align staffing plans with business and service goals.
• Conduct root cause analysis on service level misses to identify drivers and corrective actions.
• Recommend process or tooling improvements that reduce manual forecasting and scheduling effort.

• Bachelor's degree in business, mathematics, or a related quantitative field, or equivalent work experience.
• 2 or more years of workforce management experience, with exposure to forecasting and scheduling in a contact center.
• Strong analytical skills with the ability to interpret volume and adherence trends.
• Working knowledge of capacity planning and intraday schedule adjustment practices.
• Proficiency in spreadsheet analysis, including pivot tables and formula-based reporting.
• Ability to communicate staffing recommendations clearly to operations leadership.
• Comfort managing multiple competing priorities under time pressure.

• Experience with omni-channel contact center environments spanning phone, chat, and email.
• Prior exposure to healthcare or financial services customer support settings.
• Familiarity with root cause analysis methods for service level variance.
• Experience developing dashboards or automated reporting for staffing decisions.

• Forecast accuracy, measuring how closely predicted volume matches actual intraday demand.
• Schedule adherence rate, reflecting how closely staff follow assigned shifts and breaks.
• Service level percentage, tracking the share of contacts answered within target time.
• Shrinkage rate, capturing time lost to absenteeism, training, and other non-productive activity.
• Average handle time variance, showing deviation from forecasted handle time assumptions.
• Typical tools: workforce management platforms (commonly Verint or IEX), BI reporting tools (commonly Tableau or Power BI).

• Base Salary Range: 50,000 to 70,000 USD annually
• Bonus: Performance bonus up to 5 percent of base
• Equity: Not typically offered at this level
• Health Benefits: Medical, dental, and vision coverage
• PTO: 10 to 15 days annually, plus standard holidays
• Common Perks: Flexible scheduling, remote work options

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected under applicable federal, state, and local law. Candidates requiring reasonable accommodation during the application process may request one at any stage. Offers of employment are contingent upon successful completion of a background check. All applicants must be authorized to work in the United States.

The Senior Workforce Analyst owns staffing plans and skilling initiatives for complex teams supporting 200+ services 24/7 within Premium Support. Reporting to site leadership teams and partnering with Global Biz Ops, the analyst delivers weekly performance assessments and capacity planning input that keeps global operations aligned to plan.

Key Responsibilities

• Build relationships with site leadership teams and execute staffing plans for complex teams supporting 24/7 service coverage.
• Deliver weekly assessments of site performance with call-outs on misses to drive adherence to plan.
• Deliver optimal schedule coverage and collaborate with BI to create adherence reporting mechanisms.
• Deliver skilling plans by site to ensure service coverage and manage flex skilling initiatives to fill capacity gaps.
• Monitor performance proactively and develop paths to green when operations deviate from plan.
• Consult with stakeholders on testing and validation of capacity planning input assumptions.
• Provide best practices and guidance on scheduling non-casework time to maintain service coverage.
• Deliver site and profile level holiday scheduling plans and act as link between global business operations and the business.

Required Qualifications

• Bachelor's degree in business, mathematics, statistics, economics, or a related quantitative field, or equivalent experience.
• 5+ years of experience in a demand driven customer support environment, including workforce management, scheduling, capacity planning, or real-time analytics.
• Experience building and analyzing statistical models for forecasting and optimization.
• 3+ years of experience with BI reporting tools such as Tableau, MicroStrategy, or Power BI.
• Master's degree in a quantitative field, business, or equivalent experience preferred.
• Strong analytical and critical thinking skills with the ability to manage multiple tasks and projects.
• Strong written and verbal communication skills with the ability to build relationships with senior leadership.
• Detail-oriented and comfortable working under pressure in a fast paced environment.

Embedded within enterprise level workforce planning, the Senior Workforce Analyst produces resource allocations, dashboards, and automation pipelines that meet service level, sales, and budgetary goals. Working closely with call center management and outsourcing partners, the analyst presents data driven recommendations to leadership at regular planning meetings.

Core Functions

• Analyze and report on business volumes and parameters to create resource allocations that meet service level, sales, and budgetary goals.
• Create, modify, and enhance reporting methodologies to improve department efficiency and productivity.
• Present statistics, ideas, and solutions at leadership meetings, communicating insights through data.
• Participate in regular meetings with call center management and outsourcing partners to identify trends and present solutions.
• Develop recommendations and articulate strategies to stakeholders.
• Statistically analyze workforce data to identify trends, conduct what-if modeling, and highlight predictive indicators.
• Analyze and review cost of goods sold, including cost center analysis, variance analysis, and forecasts.
• Create models, analyses, and business cases to evaluate new business opportunities and support strategic execution.

Education & Experience

• Bachelor's degree in information systems management, mathematics, economics, finance, or a related field.
• 4+ years of relevant work experience in a medium to large organization, including short-term and long-term capacity building.
• Experience in business analytics, cost analysis, and financial analysis, including developing standard product costs and investigating variances.
• Experience with forecasting and planning for a global support organization, preferably within a customer call center environment.
• Proficient in Tableau, Power BI, ThoughtSpot, and Microsoft Excel.
• Ability to work independently with minimal supervision and strong organizational skills.
• Excellent oral and written communication skills.
• Willing and able to travel up to 10 percent for training or meetings.

Reporting to Customer Operations leadership, the Workforce Analyst shapes resource models that show headcount utilization and capacity needs for major delivery team functions. Partnering with HR and finance, the analyst delivers forecasting, scheduling, and productivity reporting that keeps staffing aligned to business needs.

Primary Duties

• Develop detailed resource models showing headcount utilization and need for major delivery team functions.
• Deliver forecasting for interactions, processing time, shrinkage, attrition, and other capacity management metrics.
• Manage capacity, staffing, and resource planning for one or more accounts and direct scheduler creation.
• Provide recruitment pipeline requirements and manage position and headcount tracking.
• Provide robust measures of efficiency and productivity for major business delivery functions.
• Optimize scheduling and shift planning for customer support roles.
• Work closely with customer operations, HR, and finance partners to align workforce planning with business needs.
• Develop and maintain internal controls, set benchmarks, and provide feedback on data performance.

Skills & Qualifications

• 6-8 years of experience managing a workforce management program and delivering resourcing plans for support and back office functions.
• Deep understanding of workforce planning, tools, and methodology.
• Strong analytical, interpersonal, and problem solving skills with working knowledge of capacity plan build and scheduling.
• Excellent database management skills.
• Understanding of business process improvement and methods of working.
• Exceptional stakeholder management skills and experience partnering with senior business leaders in a complex global matrix environment.
• Strong verbal and written communication skills with all levels of staff.
• Excellent planning, administration, and organizational skills.

Sitting at the intersection of real-time operations and capacity planning, the CTK Workforce Analyst monitors interval level volume trends, shrinkage, and productivity impacting business KPIs across all orgs and skills. Operating across network points of contact for WFM and operations, the analyst mentors L3 RTAs and ensures timely closure of planning activities and tickets within committed service levels.

Operational Focus

• Monitor shift responsibilities including interval level volume trends, shrinkage, NPTs, and productivity impacting business KPIs.
• Ensure adherence to operational expectations including shift, break, missed call, and disconnected call standards.
• Ensure service levels, occupancy, and utilization metrics are met by all orgs and skills daily.
• Liaise with network points of contact to address gaps and opportunities impacting operational metrics.
• Ensure timely closure of planning activities including training, QA requests, holiday planning, and BCP planning.
• Review and process VTO, NPT, and OT requests in real time.
• Ensure timely closure of WFM tickets within committed service levels.
• Ensure capacity alignment based on expected volume and take action on short term deficits.
• Mentor and develop team members with required WFM skills and knowledge.
• Provide insights on metric misses with factual call-outs and paths to green.

Requirements

• 2-3 years of WFM or business intelligence experience or equivalent.
• Bachelor's degree or significant coursework in engineering, business administration, mathematics, science, or a related field.
• Knowledge of workforce management programs, principles, and automated call distribution systems, including Six Sigma or Lean processes.
• Experience developing reports and dashboards using OBIEE, Tableau, SQL, or other reporting platforms.
• Proficient in SQL and statistical programming using R or Python, with working knowledge of forecasting modeling tools.
• Experience extracting and transforming complex data sets through ETL administration.
• Expert knowledge of Microsoft Excel and other Microsoft Office software.
• Excellent communication and interpersonal skills with the ability to advocate for automation and data driven solutions.
• Experience managing end to end projects or programs.

A key member of the contact center operations team, the Workforce Analyst analyzes contact volume and staffing to strategically drive contact center goals, ranging from detailed schedule adjustments to executive level reporting. Collaborating across management and frontline staff, the analyst oversees real time adherence and call statistics to keep on phone and off phone activity managed efficiently.

Duties

• Analyze contact volume and staffing to strategically drive contact center goals.
• Report on agent and department performance metrics and identify trends impacting staffing needs.
• Oversee staff schedules, including processing intraday exceptions and facilitating shift changes.
• Provide analysis, results, and recommendations to leadership regarding WFM processes and long term plans.
• Oversee real time adherence and call statistics, communicating with management to ensure efficient phone activity.
• Perform other job related duties as assigned.

Position Requirements

• High school diploma or GED required, bachelor's degree in management, business, or related field preferred.
• 2+ years of experience in workforce management or capacity planning in a mid to large contact center environment.
• 1+ years of financial services contact center experience preferred.
• Strong analytical, probing, and decision making skills.
• Excellent interpersonal, written, and verbal communication skills.
• Demonstrated competence in Excel, Word, Access, and Power BI.
• Experience with Avtex, Genesys, or similar WFM platforms preferred.

Contingent Workforce Analyst manages onboarding and offboarding for BRP's contingent workforce while serving as product owner of a new vendor management system within the newly created Contingent Workforce Services program. Success in the position means building sourcing strategies with category leaders and hiring managers and maintaining the department's internal Spot page to serve all BRP entities.

Key Deliverables

• Support the implementation of and serve as product owner for a new contingent workforce vendor management system.
• Own and manage the onboarding and offboarding process for all contingent workers.
• Support development and deployment of a new internal facing department intranet.
• Manage communication with vendors, candidates, and contractors.
• Build internal partnerships with hiring managers to define contingent workforce needs and sourcing strategies.
• Ensure compliance with sales professional licensing requirements.

Background & Experience

• Undergraduate or bachelor's degree.
• 3+ years of staffing agency experience.
• Exceptional communication and interpersonal skills aligned with the firm's core values and culture.
• Experience with any vendor management system.
• Proficient in Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook.
• Ability to learn new programs or software systems as needed.
• Role can be remote, preferably located in Tampa, Florida, with less than 30 percent travel required.

The Workforce Analyst leads advanced planning and scheduling for engagement centre operations, developing labour schedules and shrinkage and occupancy goals that meet contact volumes and service levels. Reporting to engagement centre management, the analyst monitors workforce management tools in real time to maintain adherence and service level data.

Areas of Ownership

• Provide ongoing operational analysis of engagement centre operations, advanced planning, and scheduling.
• Develop labour schedules to meet contact volumes and service levels.
• Utilize specialized software tools to manage and forecast staffing levels.
• Analyze performance history to determine optimum off production activities, shrinkage, and occupancy goals.
• Monitor workforce management tools in real time to maintain service level data.
• Evaluate daily call trends and work with management to ensure agent adherence to schedules.
• Prepare time utilization, adherence, and weekly scheduling reports.

Professional Experience

• Experience in contact centre best practices with intermediate to advanced English level.
• Experience handling raw data, analyzing it, and transforming it into relevant reports.
• Experience creating forecasts and schedules for large teams across different areas.
• Proven experience in Excel including formulas, pivot tables, VBA, macros, and slicers.
• Strong knowledge of workforce management tools such as CXone and Oracle Cloud HCM.
• Strong process analytical skills in a contact centre environment.
• Ability to create well organized, accurate, and concise documentation for organizational use.

Call center staffing accuracy depends on the Workforce Analyst, who builds short-term and mid-term forecasting, staffing, and reporting across phones, email, and chat. Based within a team of scheduling tool subject matter experts, the analyst partners with the workforce manager and call centers to design reporting and improve productivity cross-departmentally.

Role Responsibilities

• Focus on short-term and mid-term forecasting, staffing, and reporting for phones, email, and chat.
• Assist the workforce manager on projects, long-term planning, and operational efficiencies.
• Partner with call centers to ensure appropriate staffing.
• Design and assist with reporting needs and creating metrics.
• Collaborate internally with multiple departments and present analysis to improve processes and productivity.

Knowledge Skills & Abilities

• Bachelor's degree preferred or 7-10 years of experience in a call center environment.
• Experience with planning and analysis required.
• High level proficiency in Excel including v-lookups, pivot tables, and macros.
• Strong interpersonal and communication skills.
• Highly skilled in written communications.

The Workforce Analyst produces dashboards and reporting for all contact centers and monitors day to day activity of phone, chat, voicemail, and email interactions across staff and contact center functions. Reporting to the Sr. Technology and Workforce Manager and partnering with local leadership, the analyst manages staffing schedules and onboarding access to keep service levels and KPIs on target.

Activities

• Serve as subject matter expert and technology and workforce management liaison.
• Execute short and long term staffing models and provide oversight for interaction management and work distribution.
• Partner with local leaders to monitor intraday performance and enter schedule exceptions for accurate staffing assessment.
• Manage agent time off, schedule change requests, and time off calendars based on forecast.
• Partner with leadership to schedule team meetings and trainings based on historical volumes to maintain service levels.
• Develop and manage dashboards and reporting for all contact centers.
• Identify and report on historical data, trends, and averages to drive staffing decisions.
• Manage onboarding and offboarding of staff profile and access, including interaction routing and queues.
• Escalate system issues to vendors while communicating system status to internal stakeholders.

Minimum Qualifications

• Bachelor's degree required, or equivalent combination of education and experience, with a concentration in business preferred.
• 3+ years of experience in workforce management, with experience in omni-channel contact center solutions.
• 2+ years of experience in a healthcare setting or relevant customer service environment preferred.
• Experience with workforce management and phone systems, including real time adherence and intraday activities.
• Experience with forecasting and capacity planning preferred.
• Excellent analytical and data management skills with the ability to identify short and long term trends.
• Critical thinker with a creative approach to solving business problems.
• Excellent organizational skills with strong attention to detail in a fast paced environment.
• Ability to communicate effectively to all levels of an organization and present to senior management.

As the Workforce Analyst, this role refines staffing forecasting and projections based on volumes and trending data for BGRS's Global Customer Support shared services contact center. The Global Customer Support team relies on this work to maintain capacity and forecasting models that keep service level objectives and customer experience on track.

Strategic Initiatives

• Maintain workgroup queue assignment reports based on resource skill set designations.
• Monitor and analyze key performance indicators and partner with the reporting analyst to prepare intraday WFM reporting.
• Complete root cause analysis to determine reasons for service level misses or forecast variances.
• Recommend new reporting and monitoring tools and identify automation opportunities.
• Monitor actual staffing levels against planned levels and report on variances in real time.
• Monitor staff performance through live dashboards and manage capacity and forecasting models.
• Assist with technology configuration testing and integration of new contact center technologies.
• Run and analyze reports to make recommendations for adjusting staffing levels to meet productivity goals.
• Analyze historical volume against skill groups to recommend optimal staffing by day and hour.

Qualifications & Experience

• Bachelor's degree in math, statistics, business, or equivalent related work experience.
• 3-5 years of experience in workforce management, preferably in a contact center.
• Strong analytical skills with emphasis on forecasting and complex problem solving.
• Good working knowledge of Excel and other Windows based programs including Word and PowerPoint.
• Ability to organize and analyze data in a structured manner and interpret information and trends.
• Ability to work alone with minimum supervision as well as in a team environment under time pressure.
• Results oriented with the ability to prioritize and drive results to meet deadlines.

Workforce Analyst Scheduling coordinates staffing decisions that support operational objectives, monitoring daily and intraday volume, average handle time, and other critical metrics against forecast. The work directly supports BPO workforce teams and cross-functional partners including training, operations, and human resources by stabilizing performance and streamlining schedule planning processes.

Performance Expectations

• Monitor daily and intraday volume, average handle time, and other critical staffing metrics against forecast.
• Conduct root cause and deep dive analysis to implement actions that drive efficiency and stabilize performance.
• Collaborate to make staffing decisions that support operational objectives, coordinating with workforce leadership.
• Examine intraday agent adherence and efficiency, communicating noncompliance to managers and BPO workforce teams.
• Manage attendance, including planned and unplanned time off, and respond to inquiries across multiple Slack channels.
• Identify and raise system issues or outages, tracking and reporting intraday performance impact.
• Present analytical trend feedback to forecasting and identify opportunities to streamline schedule planning processes.
• Design strategy, guidelines, procedures, and training programs to support workforce and operations needs.
• Assist in interviewing and hiring workforce personnel and facilitate training for new hires and management.

Technical Qualifications

• 3+ years of experience in call center or contact center operations and workforce optimization preferred.
• Strong analytical and organizational skills with the ability to work independently with minimal supervision.
• Excellent interpersonal and presentation skills, including oral, written, and listening skills.
• Proficient in Microsoft Office products including Excel, Word, Access, and PowerPoint.
• Capacity to design and develop advanced reporting and data analytics tools.
• Experience creating Excel pivot tables, VLOOKUP formulas, charts, and graphs.
• Experience with Salesforce, Five9 Telephony, Calabrio, Aspect, Verint, or IEX.
• Adaptable to a fast paced and ever changing environment with flexible scheduling.

As a Workforce Analyst, the role applies workforce management tools and standard methodologies to provide tactical support and effective staff planning that delivers the appropriate level of service to customers. The work directly supports schedule accuracy and master roster integrity by resolving shift coverage and adjusting resources to changes in call volume.

Functions

• Review existing processes and research new ones for automation improvements and enhancements.
• Ensure staffing integrity by maintaining accurate agent information through a master roster.
• Provide feedback to management regarding agent scheduling concerns and coordinate with the reporting team on regular reporting.
• Monitor real time adherence and call statistics, connecting with supervisors to ensure efficient phone activity.
• Review and process VTO, PTO, and OT requests in real time.
• Resolve shift coverage by adjusting resources to accommodate changes in call volume or resource availability.
• Optimize weekly schedules, including breaks and offline activities, based on forecasted contact volume.
• Create, modify, and maintain forecast models that predict events given changes in operating assumptions.
• Apply WFM tools to resolve staff requirements for internal and outsourced vendors.

Experience & Qualifications

• High school diploma required.
• 2+ years of experience in a contact center workforce management position.
• 2+ years of forecasting and contact center reporting experience.
• Prior experience configuring and maintaining WFM tools such as Verint, IEX, or Aspect.
• Proficient in Google Workspace, including Gmail, Sheets, Docs, and Slides.
• Intermediate Excel skills, including basic calculations and spreadsheet maintenance.
• Excellent organizational, communication, and interpersonal skills with all levels of staff.
• Strong problem solving and time management skills with the ability to multitask under deadlines.

The Workforce Analyst owns a comprehensive forecasting and scheduling model that improves, interprets, analyzes, and rates the workforce to reduce overheads and increase customer satisfaction. Reporting to management and product owners, the analyst manages PTO submissions and schedule trade requests while collaborating with business owners to further optimize the workforce.

Job Functions

• Develop and maintain a comprehensive forecasting and scheduling model to generate work schedules for contact centers.
• Provide long term forecasts to management and product owners in support of strategic initiatives.
• Manage changes to scheduling to ensure adequate daily resource coverage.
• Communicate with management and operations to ensure compliance with company standards and processes.
• Analyze PTO submissions and approve or deny based on their effect on operations.
• Process schedule trade requests and management requests for modifications of scheduling events.
• Use schedule accuracy measurements for continuous improvement and recommend efficiency enhancements.
• Collaborate with business owners to identify opportunities to further optimize the workforce.

Knowledge Skills & Abilities

• 3-5 years of experience in workforce management, preferably in contact centers with at least 100 employees.
• Strong analytical skills with the ability to organize information and have attention to detail.
• Skills in complex problem solving, judgment, critical thinking, and decision making.
• Ability to work alone with minimum supervision and with others in a team environment.
• Ability to communicate effectively orally and in writing with co-workers, management, and vendors.
• Willingness to work occasional evenings and weekends to meet deadlines.
• Mastery of Excel with strong skills in forecasting, capacity planning, and labor modeling.

The Workforce Analyst delivers analytical workforce insights and employee-related research by integrating and translating workforce, talent acquisition, and employee sentiment data into compelling data stories. Collaborating across teams and with HR priorities in mind, the analyst performs rigorous statistical analysis to monitor key metrics and evaluate the effectiveness of HR efforts.

Day-to-Day Responsibilities

• Provide consistent reporting and diagnostic analyses of business issues to support HR priorities.
• Drive process improvement initiatives to optimize HR data and reporting efficiencies.
• Integrate and translate employee workforce, talent acquisition, and sentiment data to build compelling data stories.
• Translate complex data and analyses into simple, relatable, and actionable insights and visualizations.
• Perform rigorous analysis using statistical techniques to monitor key metrics and conduct trend analyses.
• Collaborate across teams to build internal and external partnerships supporting shared objectives.

Technical Qualifications

• Understanding of quantitative and qualitative people data, including workforce and talent acquisition metrics.
• Deep knowledge and experience conducting complex analyses using multiple data sources.
• Strong attention to detail and commitment to handling confidential information.
• Skilled at translating complex data into simple insights and visualizations.
• Ability to manage work deliverables and timelines with minimal oversight and adapt to changing business needs.
• Familiarity with Workday, SAP administration tools, Microsoft suite, Tableau, SQL, Python, R, and Dataiku.

Embedded within People Services, the Workforce Analyst performs tasks related to the analysis, processing, and execution of HR data, including reporting relationship changes and position data updates. Working closely with field HR and HR Technology stakeholders, the analyst maintains SuccessFactors configuration and resolves complex payroll replication errors while keeping confidentiality of employee records.

Operational Focus

• Receive and execute reporting relationship changes and position data update requests.
• Maintain SuccessFactors system configuration and generate position data reports for accuracy.
• Consult with field HR and stakeholders to troubleshoot complex payroll replication errors in SuccessFactors.
• Participate in projects and department initiatives to implement process improvements.
• Monitor and manage case resolution within performance and processing standards.
• Participate in system testing and identify system and user interface issues.
• Handle complex, confidential inquiries related to employee data management and HR processes.
• Review and maintain HR services documentation to ensure accurate and up to date processes.

Position Requirements

• Bachelor's degree or equivalent related work or military experience.
• 1 to 3 years of related experience with HRIS systems such as SuccessFactors or PeopleSoft.
• Experience with Microsoft Office products including Word, PowerPoint, and Excel.
• Experience with case management systems and root cause analysis.
• Strong customer service skills with the ability to ensure efficient and effective resolutions.

Sitting at the intersection of IT resource management and capacity planning, the IT Workforce Analyst defines and maintains mechanisms that identify the type and volume of skills and roles required to deliver the IT project portfolio. Operating across the IT branch and aligning with Tech Investment, the analyst supports rollout of a new IT resource management system to drive tangible workforce change.

Project Responsibilities

• Support and embed the IT Workforce Strategy and coordinate activities against the plan for delivery.
• Coordinate and analyze reports across the IT branch on resource data, insights, and tracking of strategy deliverables.
• Align with Tech Investment on project resources to support accurate reporting and analytics.
• Define, develop, and maintain IT resource capacity planning mechanisms that identify the type and volume of skills and roles required.
• Maintain all associated records, systems, and transactional activities, including PO, invoice, and timesheet tasks.
• Prepare regular and ad hoc reports on enterprise wide resource data to inform management decisions.
• Support development of an IT Workforce strategy to deliver tangible workforce change across IT.
• Support and champion implementation of a new IT resource management system.

Requirements

• Demonstrated experience in recruitment, mobility, workforce policy, or strategic workforce management.
• Demonstrated experience in a project management environment providing project support services.
• Fluency in English and knowledge of other languages. 
• Excellent stakeholder engagement skills with strong verbal and written communication.
• Proven track record of optimizing workforce in a complex environment.