Mennatalla Mohamed Ibrahim

Workforce AnalystFull Time

• Job Details:Gather information on hours worked for each employee • Calculate the correct amount incorporating overtime, deductions, bonuses etc. with assistance of a computer system • Receive approval from upper management for payments when needed • Administer statements of payment to personnel either electronically or on paper • Keep track of hour rates, wages, compensation benefit rates, new hire information etc. • Address issues and questions regarding payroll from employees and superiors • Prepare reports for upper management, finance department etc. • Determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Prepares service reports by collecting and analyzing customer information. • Contributes to team effort by accomplishing related results as needed. • Preparation of all reports for agents. • Manages agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level objectives are met. • Supports and manages WFM database; update new hires, attrition, transfers, and promotions. • Monitors intra-day call volume to ensure call volume is in compliance to forecast. Monitors Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day. • Creates and maintains the Forecasting model, (FTEs, volume, productivity, etc.) on a weekly, monthly, and annual basis for the assigned areas of the Servicing team. • Provides analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization. • Establishes strong partnerships and serves as functional expert for assigned lines of business. • . Proactively seeks opportunities to improve processes that lead to operational effectiveness and a positive impact to the customer experience (meet objectives, including meeting expected service levels). • Generates analysis and reports to support business case development and to identify and address emerging trends and issues and track performance to forecast to improve the efficiency and effectiveness of the organization. • Generates and communicates off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management. • Demonstrates professional behavior, team work, punctual, dependable, & adheres to company policies & procedures. • Other duties as required.