Workforce Management Analyst II
Volterra
At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.
Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.
Position Summary
The Workforce Management Analyst II in Global Services is responsible for supporting workforce management operations across multiple regions to ensure optimal staffing, accurate forecasting, and operational efficiency. This position plays a key role in ensuring efficient resource allocation and supports the delivery of high-quality service to customers worldwide. The ideal candidate is detail-oriented, analytical, and adept at handling dynamic business needs.
Primary Responsibilities
- Analyze historical data and trends to create accurate short-term and long-term workload forecasts for Global Services operations.
- Build and manage schedules to ensure adequate staffing coverage across multiple geographies and time zones.
- Monitor performance metrics, including service levels, occupancy, and adherence, and recommend adjustments as needed to maintain SLAs.
- Generate regular workforce reports, including forecasts, scheduling performance, and productivity insights, to share with regional and global leadership.
- Collaborate with Global Support teams to address capacity challenges and effectively communicate changes in workforce plans.
- Utilize workforce management tools to manage forecast data, schedules, and performance monitoring.
- Improve workforce processes and workflows by providing recommendations based on data findings.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Knowledge, Skills and Abilities
- Analytical skills: Strong ability to interpret data, identify trends, and recommend solutions.
- Technical proficiency: Advanced Excel skills (e.g., pivot tables, VLOOKUP, conditional formatting, basic formulas) and familiarity with workforce management tools (e.g., NICE, Verint).
- Collaboration and communication: Ability to work effectively with cross-functional teams and communicate moderately complex concepts clearly.
- Problem-solving: Ability to recognize risks, build operational plans, and address issues with minimal supervision.
- Adaptability: Thrives in a dynamic, fast-paced global organization.
Qualifications
- Bachelor’s degree in business, Analytics, Operations Management, or a related field (or equivalent professional experience).
- 2 or more years of experience in workforce analytics, forecasting, or scheduling.
- Strong knowledge of contact center metrics (e.g., AHT, ASA, shrinkage).
- Proactive and detail-oriented with excellent time management skills.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).
Equal Employment Opportunity
It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.