Analyst Order Management

Core Responsibilities

• Forecasting: Analyze historical data and trends to predict future business volume (e.g., customer service inquiries or project workloads).

• Scheduling: Build and adjust work rosters to ensure optimal coverage during peak and off-peak hours without overstaffing.

• Real-Time Management (RTA): Monitor daily adherence, handle schedule exceptions, and reallocate resources dynamically to meet service level agreements.

• Capacity Planning: Collaborate with HR and Finance to align staffing models with overall company growth and budgeting.

• Reporting & Analytics: Track key performance indicators (KPIs) like Average Handle Time (AHT), occupancy rates, and employee productivity