About this role
The Workflow Analyst oversees end-to-end tactical planning for Operations, driving tactical preparedness in planning the right people, at the right times, with the right skills, to ensure world-class service delivery to customers. This employee has an analytical mindset and workforce management experience, using these to create actionable and data-driven action plans for local and global stakeholders to support operational partners. Key job responsibilities The role delivers weekly analytical insights of operational performances with call-outs on misses to drive adherence to plan, delivers optimal global schedule coverage across all leave types, provides tactical outward view to operational partners to ensure capacity gaps are mitigated proactively, partners and consults with stakeholders on capacity planning input assumptions, provides global and geo-region specific holiday scheduling plans, and proactively monitors SLA and operational performance while developing path-to-green plans when there are deviations from plan, coordinating with operations managers' correction plans and tracking adherence to plans.