Hi,
This is Diksha Chaudhary working with Novia Infotech. We have the below contract job opportunity with one of our direct clients and would like to check if you have any resources available. Please send across the resume of your consultants along with the contact information at the earliest to diksha.c@noviainfotech.com.
Role: Workforce Operations Analyst
Location: Austin, TX (Onsite)
Duration: 12+ Months
Description:
We are seeking an experienced Workforce Operations Analyst to support the SDS Workforce Operations team by managing scheduling, workforce provisioning, ticket resolution, and operational support activities. This is a high-volume operational role responsible for handling approximately 1,300–1,500 tickets per month while ensuring timely resolution, data accuracy, and adherence to established Service Level Agreements (SLAs).
The ideal candidate will have experience in Workforce Management (WFM), IT Service Management (ITSM), scheduling operations, ticket management, and cross-functional collaboration across global teams.
Key Responsibilities
Workforce Operations
- Manage end-to-end workforce provisioning and scheduling requests.
- Process and resolve high volumes of operational support tickets through the WFO Support Portal.
- Ensure timely completion of requests while meeting established SLA targets.
- Maintain workforce scheduling records and operational documentation.
Ticket Management
- Triage incoming requests and route them to the appropriate support teams.
- Manage incidents, service requests, and operational workflows.
- Monitor ticket queues and ensure timely resolution.
- Escalate unresolved or recurring issues appropriately.
Workforce Scheduling
- Support workforce scheduling activities using Workforce Management (WFM) tools.
- Maintain schedule accuracy across workforce platforms.
- Coordinate scheduling updates and provisioning requests.
- Ensure workforce records remain accurate and current.
Data Management & Reporting
- Validate workforce and provisioning data for accuracy.
- Identify discrepancies and coordinate corrective actions.
- Prepare operational reports using Excel, Google Sheets, and basic SQL queries.
- Support operational reporting and workforce analytics initiatives.
Cross-Functional Collaboration
- Work closely with global teams across:
- Austin
- Cork
- Singapore
- Communicate effectively across multiple time zones.
- Collaborate with Workforce Operations, IT, and Analytics teams.
- Escalate recurring operational issues for process improvement.
Continuous Improvement
- Identify recurring operational challenges.
- Recommend workflow improvements.
- Support automation and process optimization initiatives.
- Partner with the Quantitative Business Analyst (QBA) team to improve operational efficiency.
Required Qualifications
- Bachelor's degree in Business, Information Systems, Operations Management, or a related field.
- 4–6 years of experience in:
- Workforce Operations
- Workforce Management (WFM)
- Helpdesk Operations
- Back Office Operations
- Operational Support
- Experience working in SLA-driven support environments.
- Strong organizational and multitasking abilities.
- Excellent written and verbal communication skills.
- Ability to work effectively with geographically distributed teams.
Required Technical Skills
Workforce Management
- Workforce Operations
- Workforce Analytics
- Workforce Management (WFM)
- Scheduling Operations
IT Service Management
- ServiceNow
- Jira
- ITSM Platforms
Workforce Scheduling Tools
- NICE IEX
- Verint
- Aspect
- Equivalent WFM Platforms
Productivity Tools
- Confluence
- Slack
- Webex
Reporting
- Microsoft Excel
- Google Sheets
- Basic SQL
Operational Skills
- Ticket Management
- Incident Management
- SLA Management
- Data Validation
- Operational Reporting
Preferred Qualifications
- Experience working in enterprise Workforce Operations environments.
- Experience supporting global operations teams.
- Familiarity with workforce provisioning processes.
- Experience in high-volume ticket management environments.
- Knowledge of workforce analytics and operational reporting.
Top Required Skills
- Workforce Operations
- Workforce Analytics
- ServiceNow
- Jira
- Workforce Management (WFM)
- NICE IEX
- Verint
- Aspect
- Scheduling Operations
- IT Service Management (ITSM)
- Ticket Management
- SLA Management
- Microsoft Excel
- Google Sheets
- Basic SQL
- Confluence
- Slack
- Webex
- Data Validation
- Operational Reporting
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Diksha Chaudhary |
E: diksha.c@noviainfotech.com |
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