IM
Hiring companyIron Mountain
Verified 6 days ago
Senior Analyst, Global Workforce Management
Bangalore, Karnataka, India Full-time Hybrid
About the role
Customer CARE team at Iron Mountain focuses on delivering expert, sustainable solutions for global customer support. The Senior Analyst optimizes real-time operations, develops staffing forecasts, and creates automated dashboards to improve productivity and compliance. Bangalore, hybrid (remote and on-site), relocation assistance available.
What you’ll do
- Monitor live queue health and adjust staffing
- Develop accurate staffing forecasts and cross-regional schedules
- Design automated reports and real-time dashboards
- Recommend process optimizations to increase productivity
- Manage outbound capacity planning and dialer pacing
What you’ll bring
- 4+ years workforce management
- Real-time analysis experience
- Operational data analytics background
- Knowledge of global workforce regulations
- Experience with Verint, NICE, Aspect, Genesys
- Proficiency in Google Sheets, Docs, Slides, Forms
- Independent work and escalation handling
- Cross-regional stakeholder communication
Skills
Workforce ManagementReal-Time AnalysisScheduling AlgorithmsData VisualizationContact Center SoftwareCapacity PlanningStakeholder Communication