About UsEVA Global is a premier EV services company specializing in providing first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform providers. We deliver exceptional omni-channel support (voice, chat, email) to end customers, backed by stringent SLAs. Our comprehensive service offerings include live monitoring, work order management, and field service orchestration, driven by real-time performance analytics. Join our innovative team to contribute to transforming the EV industry through actionable data insights.Job OverviewThe Workforce Analyst is responsible for capacity planning, scheduling, forecasting, and KPI mapping for a team of 250 Full-Time Equivalents (FTEs) in a Business Process Outsourcing (BPO) company. This role involves analyzing workforce data, optimizing staff allocation, and ensuring operational efficiency to meet business goals. Key Responsibilities Develop and maintain capacity plans to ensure adequate staffing levels. Analyze historical data and forecast future staffing needs based on trends and business requirements. Identify and address capacity constraints and recommend solutions. Create and manage schedules for a team of 250 FTEs to ensure optimal coverage. Adjust schedules in response to real-time changes and operational needs. Ensure compliance with labor laws and company policies in scheduling. Generate accurate forecasts for workload volumes and staffing requirements. Utilize statistical models and workforce management software to predict demand. Monitor forecast accuracy and adjust models as necessary. Develop and track Key Performance Indicators (KPIs) for workforce performance. Analyze and report on KPIs to identify trends and areas for improvement. Collaborate with management to align KPIs with business objectives. Collect, analyze, and interpret workforce data to support decision-making. Prepare detailed reports and presentations on workforce metrics. Provide insights and recommendations based on data analysis. Identify opportunities for process improvement to enhance efficiency and productivity. Implement best practices in workforce management. Work closely with operations and HR teams to ensure smooth execution of workforce strategies. Communicate workforce plans, forecasts, and schedules to relevant stakeholders. Coordinate with team leaders and managers to address staffing issues and needs. Conduct regular meetings to review performance and discuss improvements. Utilize workforce management software and tools for planning and analysis. Stay updated on the latest trends and technologies in workforce management. Train team members on the use of workforce tools and techniques. Qualifications 3-5 years of experience in workforce management, preferably in a BPO environment. Strong analytical skills with the ability to interpret complex data. Proficiency in workforce management software (e.g., NICE, Verint) and MS Excel. Excellent organizational and time-management skills. Strong communication and interpersonal skills. Ability to work under pressure and meet tight deadlines. Knowledge of labor laws and regulations is a plus. Competencies Analytical Thinking: Ability to analyze data and make informed decisions. Attention to Detail: Ensure accuracy in forecasting, scheduling, and reporting. Problem Solving: Identify and address workforce challenges effectively. Communication: Clearly convey information to stakeholders at all levels. Adaptability: Adjust plans and strategies in response to changing conditions.
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