WFM & MIS Analyst, InPayments Operations Team

DESCRIPTION:

We are seeking a detail-oriented WFM and MIS Analyst to join our team. The ideal candidate will optimize staffing levels, manage service levels, and drive operational excellence through data-driven decision making.

Key job responsibilities
•Manage queue, skill, and profile configurations to optimize staffing alignment with volume de-mands
•Monitor and analyze real-time service levels, making necessary adjustments based on arrival pat-terns, scheduling, and productivity metrics
•Conduct thorough root cause analysis on SLA misses through comprehensive data analysis
•Contribute to the development and implementation of new performance metrics and tools
•Lead change management initiatives related to workforce optimization
•Manage escalation protocols for major operational issues
•Maintain effective communication across all levels of organization, particularly regarding adher-ence issues
•Develop and maintain daily, weekly, and monthly performance reporting

BASIC QUALIFICATIONS:

- Bachelor's degree
- Experience with Microsoft Office products and applications
- 1+ years of capacity planning, operations planning, business analysis or similar experience
- Experience with Workforce Management Planning

PREFERRED QUALIFICATIONS:

- Knowledge of SQL and Excel at a moderate or advanced level
- 3+ years of demand planning and forecasting experience

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