Real-Time Workforce Optimization Analyst

Firstsource; Louisville (KY); On-site; USD 42,000 - 64,000; Full time

Job summary

Firstsource is hiring a Workforce Optimization Coordinator to enhance scheduling, staffing, and resource utilization across multiple locations. You will monitor real-time performance, generate hourly to weekly reports, and develop dashboards to support operational decisions.

The role requires strong Excel skills, Windows navigation, and the ability to liaise with management across diverse teams while maintaining flexibility in work hours.

Qualifications

• High school diploma or equivalent required.
• Intermediate MS Excel knowledge.
• MS Windows operating system navigation skills.
• Strong written and verbal communication skills.
• Ability to interact with all levels of management across various locations.
• Ability to build and maintain strong working relationships.
• Strong analytical skills.
• Comfortable with flexible work timings and willingness to stretch.

Responsibilities

• Real time monitoring and Intraday performance management.
• Exception Management.
• Real time reports - Hourly/ Daily/ Weekly.
• Preparing Dashboards.
• Analysis and Process development.
• Incident tracking, logging and escalations.
• Process and Procedure adherence.

Skills

MS Excel

Windows OS

Communication

Stakeholder liaison

Analytical skills

Flexibility

Education

High school diploma or equivalent

Tools

MS Windows

Job description

Firstsource is hiring a Workforce Optimization Coordinator to enhance scheduling, staffing, and resource utilization across multiple locations. You will monitor real-time performance, generate hourly to weekly reports, and develop dashboards to support operational decisions.

The role requires strong Excel skills, Windows navigation, and the ability to liaise with management across diverse teams while maintaining flexibility in work hours.