WFM & MIS Analyst, InPayments Operations Team

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