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Service Analyst, Workforce Management
Skills
Analytical SkillsEasily AdaptableGoogle BigqueryIdentifying TrendsLeadershipMicrosoft ExcelOperational Efficiency
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Solid background in workforce management with hands-on operational support experience
- Proficiency in Google Sheets or Excel and Looker for reporting and visualisations
- Basic understanding of BigQuery
- Experience using live and historical data to identify trends and issues
- Ability to communicate insights clearly to stakeholders including senior leadership
- Able to make risk-aware decisions under pressure
- Strong collaboration across geographies and with multiple teams
- Excellent written and verbal communication skills
- Ability to make and receive calls with colleagues and stakeholders
Nice to have
- Proactive
- Adaptable
- Analytical
- Collaborative
- Detail-oriented
Day to day
- Analyse domain-specific datasets to identify service performance patterns and emerging trends
- Support real-time workforce management by monitoring demand and staffing to improve service levels
- Collaborate with Operations Product Risk Change partners and analysts to deliver accurate insights and resolve incidents
Hiring process
- Application Questions
- Recruiter Call
- Take Home Task
- Role Specific & Values Interview