Processing Analyst
Core
Manage workforce inventory, scheduling, and staffing models to meet customer SLAs and optimize service delivery for smart mobility and tolling operations.
Role type
Senior Workforce Management Analyst
Builds
Staffing schedules, workforce optimization models, and service recovery workflows
Domain
Smart mobility, tolling, and workforce management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
workforce management, inventory management, SLA monitoring, trend analysis, forecasting, scheduling, database/spreadsheet design, service recovery, stakeholder communication
Preferred skills
statistics, business or computer science background, leadership, critical thinking
Technologies
Microsoft Office Suite
Responsibilities
Monitor inventory levels and staffing to meet SLAs; analyze volume trends and identify abnormalities; facilitate calls with supervisors to review targets and escalated needs; oversee real-time response to incidents and outages; design and maintain databases tracking service statistics; analyze staffing model results and recommend pivots (overtime, early outs); approve work schedules and time off requests; train and allocate staff based on evolving client needs.
Seniority
Mid-to-Senior, hands-on IC
