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Thursday, 21 March 2019

Workforce Analyst jobs in SP Global

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The Role:As a Workforce Analyst, you will strive to monitor overall performance through real-time changes on schedules built by the Workforce Manager/s and ensure that all changes are communicated in a timely manner to all staff in Transcriptions department (Voicewriters, Scopists, Editors) while ensuring that goals are met and exceeded including Turnaround Time, Productivity, Live Streaming, etc.

The Location:This position is based in Islamabad, Pakistan.

The Team:The primary responsibility includes assisting the team which transcribes financial-related conference calls and assists in the collection of business information such as corporate executive related data. The group comprises of over 250 counterparts in global locations.

The Impact:On this pivotal locale, you shall be collaborating with essential partners, within or outside the department, in relation to their respective reservations. Being a focal point of contact, your motivation and ability to assist with the disciplined approach will help the division to fuel the global financial markets.

What’s in it for you:

  • We offer you a pathway to develop your career up to the manager level and above with an opportunity to apply in any domain within Transcriptions department
  • We will be expecting you to be involved in partnership with different partners across different domains which will eventually hone your inter-personal skills
  • Working as a Workforce Analyst will aid you to improve your statistical, analytical and reporting expertise with attention to detail
  • We shall equip you with a platform to work on enterprise level products learning new technologies and advanced reporting techniques
  • We will provide you a platform to further your exposure with respect to collaboration with peers across the globe


  • You will be a secondary interface in crafting schedules
  • You would be expected to Ensure that daily/weekly/monthly/quarterly goals are met (i.e. Call Volume Handling) and communicate to internal and external contributor's challenges and opportunities
  • We urge you to take charge by setting and managing the workload of the team by setting priorities, delegating and holding staff accountable to deliver high-quality results on time
  • During peak season, you are going to be responsible to collaborate with our global vendors in terms of task assignment if required
  • We will encourage you to respond to client cases by providing answers or solutions to inquiries
  • We anticipate you to maintain, update and develop workforce-related reports such as Tickets/Requests submitted by Team Leads and or staff, Attendance reports and ad hoc reports
  • You shall review the workforce process and work with the Managers in further developing old or new processes
  • You shall require to gather, analyze and interpret data on a daily/weekly/monthly/quarterly basis

Work Shift: This is a night shift role. However, based on changing business requirements, you may be required to work in different shifts.

What We’re Looking For:
Basic Qualifications:

  • We seek an individual possessing impeccable command on verbal and written English
  • We expect you to communicate effectively with staff, peers and upper-level local management
  • The role requires a strong knowledge in MS Excel with particular exposure to V-look up, Pivot Tables and other metric pulling methodologies
  • You should manifest multitasking skills with the ability to prioritize time-sensitive tasks

Preferred Qualifications:

  • Proficiency in research, reporting, tracking and monitoring
  • Prior experience in reporting/support role
  • Familiarity with financial markets and business organizational vocabulary is a plus
Job ID :
Location :
Islamabad, PK

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