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

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.