Supercharge Your Career at Technoidentity!
Are you ready to tackle challenges that will push your boundaries and accelerate your career growth? At Technoidentity, we’re a Data+AI product engineering company building cutting-edge solutions in the FinTech domain for over 13 years.
We’re growing faster than ever and expanding globally. Now’s the perfect time to join our team of tech innovators and leave your mark.
Job Title: Business Analyst – Workforce Management & Scheduling
Contract Position
Work from Office – Houston.
Department: Operations / Workforce Management
Position Summary:
We are seeking a highly motivated and detail-oriented Business Analyst to support workforce planning and scheduling for call centers or other high-volume operations. This role is ideal for candidates with 3 to 6 years of experience who are passionate about using technology and data analysis to optimize workforce performance. The Business Analyst will collaborate with cross-functional teams to ensure schedules and staffing align with business needs, anticipated events, and demand spikes.
Key Responsibilities:
- Collaborate with stakeholders across departments to gather and document business requirements, scheduling needs, and operational workflows.
- Utilize workforce management (WFM) and scheduling tools (e.g., NICE, Verint, Genesys, Kronos, etc.) to forecast demand and plan staffing.
- Analyze workforce data and historical trends to identify performance gaps, forecast accuracy, and optimization opportunities.
- Support the design and enhancement of scheduling and WFM technologies to align with operational and strategic goals.
- Create and maintain process documentation, including business requirements, workflow diagrams, and system configuration guides.
- Develop reports and dashboards to track key workforce metrics and scheduling efficiency.
- Prepare for major business events, product launches, or seasonal spikes by ensuring workforce readiness and capacity planning.
- Assist in testing and implementing new scheduling solutions, automation tools, or system upgrades.
- Provide end-user support and training for scheduling systems and tools.
Required Qualifications:
- Bachelor’s degree in Business, Information Systems, Operations Management, or a related field.
- 3–6 years of experience in a business analyst, workforce management, operations, or similar role.
- Familiarity with workforce scheduling and management platforms (e.g., NICE IEX, Verint, Kronos, Genesys, etc.) is preferred.
- Strong analytical, problem-solving, and data interpretation skills.
- Excellent communication and interpersonal skills, with the ability to interact with diverse stakeholders.
- Proficiency in Excel, Power BI, or other data analysis and reporting tools.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
Preferred Qualifications:
- Experience in a call center or high-volume customer support environment.
- Knowledge of forecasting models or scheduling algorithms.
- Exposure to process improvement methodologies (e.g., Lean, Six Sigma).
Join us and help ensure that our workforce is ready, agile, and aligned with the evolving needs of our business and customers.
