Intraday Workforce Analyst
Core
Manage and optimize real-time staffing, service levels, and operational efficiency for Customer Success teams to align with intraday demand.
Role type
Intraday Workforce Analyst
Builds
Customer Success team schedules, real-time staffing adjustments, and operational dashboards
Domain
Fintech / Retirement Services / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Workforce management, forecasting, capacity planning, data analysis, SQL, statistical modeling (Erlang C, Shrinkage, Occupancy), shift scheduling, SLA monitoring
Preferred skills
Salesforce, project coordination, change management
Technologies
Workforce management software, SQL, Salesforce
Responsibilities
Create daily, weekly, and monthly workload forecasts; review and communicate overtime needs and staffing risks; complete weekly schedules including coverage for demand, training, and huddles; support schedule adjustment requests and communicate trends; complete trend analysis on volumes and propose recommendations; ensure all teams and queues are appropriately staffed throughout the day; monitor phone, chat, and case queue coverage; coordinate cross-team contingency support; develop and maintain dashboards for leadership; drive Customer Success SLA attainment; organize and execute shift bidding.