Analyst WFM IRC275096

Description

Adobe _ Operations – Billable

Requirements

3-5 years of professional experience, including 2+ years in Workforce Management.

Proficient in WFM tools such as Amazon Connect, Genesys, Salesforce, Dynamic.

Intermediate to advanced skills in Google Sheets and MS Excel (including pivot tables, VLOOKUP, SUMIFS, COUNTIFS, etc.).

Strong analytical and problem-solving capabilities.

High attention to detail and accuracy in reporting.

Excellent time-management and organizational skills; able to manage multiple tasks effectively.

Self-motivated and capable of working independently with minimal supervision.

Clear and professional written and verbal communication skills.

Customer-centric mindset with a strong sense of accountability and dedication.

Process-oriented, with a continuous focus on efficiency and improvement.

Job responsibilities

Monitor real-time activity across multiple clients and lines of business.

Identify and resolve call/chat/email routing anomalies using real-time monitoring tools.

Provide live schedule and transaction flow support to ensure optimal staffing.

Track and report on key intraday metrics, including customer wait times, abandonment rates, and service levels.

Maintain real-time adherence and escalate staffing concerns as needed.

Generate and distribute interval, daily, weekly, and monthly performance reports.

Collaborate with Operations teams to enforce schedule adherence and optimize workforce efficiency.

Act as a liaison with client Command Centers or WFM teams to address intraday performance, outlier behavior, system issues, and other key updates.

Support continuous improvement initiatives within WFM processes and tools.

Work flexible shifts, including evenings and weekends, as required.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.