We are seeking a Workforce Analyst to join Keypath Education on a 6-month fixed-term contract to provide critical support during a maternity leave period. In this role you will support the Workforce Manager to deliver insights into workforce capacity and ensure our contact center can meet student expectations across multiple functions and channels.You will collaborate with Student Operations teams to provide accurate data that supports both tactical and long-term workforce decisions. The role involves monitoring real-time performance, adjusting staffing levels, and communicating with team leaders to address immediate operational needs.Your contribution will help maintain service levels and empower our teams to deliver exceptional student experiences through effective workforce planning and real-time strategies. The successful candidate will be based in Malaysia and will be part of and working with our Australian business directly. Working hours will be 7AM – 3PM daily from Monday to Friday.ResponsibilitiesGather and analyze workforce data and performance metrics to identify trends and guide planning.Translate complex data into clear, compelling insights for non-technical stakeholders.Undertake WFM analytics projects and tasks, both as directed and as proactively identified.Maintain accurate rosters that align with business requirements.Monitor real-time call volumes, advisor availability, and service levels across multiple channels.Adjust intraday staffing plans based on actual volumes, absenteeism, and advisor availability.Provide timely performance reporting and updates to Team Leaders and Managers, highlighting areas of concern.Communicate real-time performance insights and recommend actions to improve contact center outcomes.Respond quickly to service disruptions or outages impacting contact center targets.Conduct ad hoc analysis to resolve issues or provide operational insights.Ensure compliance with company policies and adherence to schedules.Gather and analyze workforce data and performance metrics.Ensure data quality and spot trends to guide strategic workforce planning.
