AML Workforce Management Analyst Lisboa

AML Workforce Management Analyst
Lisboa
Lisboa, Lisboa, Portugal

• Assist in the development and maintenance of workforce management reports and dashboards to track key performance indicators (KPIs)
• Analyze workforce data to identify trends, anomalies, and opportunities for improvement in staffing levels and service levels
• Support schedule optimization efforts by analyzing historical data and forecasting future staffing needs
• Collaborate with
  - functional teams to gather requirements and ensure alignment on workforce management objectives
• Participate in the documentation of standard operating procedures and process improvements
• Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports
• Identifies opportunities for process improvement via SQL, Macro automation
• Manage agent scheduling (i. e. , shifts, training, vacation, meeting, overtime,
  - line work, exceptions, ) to ensure that daily service level objectives are met
• Perform root cause analysis when action plans do not meet desired results
• Complete and manage schedule exceptions/adjustments on a daily basis

Required:

• Bachelor's degree in Business, Analytics, or a related field
• English - minimum B2
• 1+ years of experience in data analysis or workforce management, preferably in a
  - volume environment
• Strong analytical skills with the ability to interpret complex data sets
• Proficiency in Microsoft Excel, including experience with pivot tables and advanced formulas

Preferred:

• Familiarity with workforce management software or tools
• Experience with data visualization tools (e. g. , Tableau, Power BI) is a plus
• Knowledge of statistical analysis techniques and forecasting methods

Technical Skills and Relevant Technologies

• Proficient in Microsoft Excel and data manipulation techniques
• Basic understanding of SQL for data querying and analysis
• Familiarity with data visualization tools to create impactful reports
• Excellent communication skills, both verbal and written
• Detail-oriented with strong organizational skills
• Ability to work independently and as part of a collaborative team
• Proactive mindset with a willingness to learn and adapt in a
  - paced environment