Walk-in || Workforce Management (24/7 Rotational Shift)

Job description

Role & responsibilities • Monitor real-time productivity, schedule adherence, and queue performance; provide actionable insights to operations leaders. • Maintain intraday supply versus demand accuracy by processing schedule exceptions and shrinkage requests using WFM tools. • Update forecasts and recommend overtime, extra hours, voluntary time off, or schedule adjustments. • Partner with WFM, Real-Time Analysts, and Operations teams to optimize staffing and service levels. • Distribute real-time performance reports and communicate trends, risks, and actions. • Analyze historical performance data and recommend workforce planning improvements. • Lead prior-day performance reviews and establish action plans for upcoming intervals. • Coordinate incident communications during outages, system issues, or unexpected volume fluctuations. • Perform additional workforce management duties as assigned.