IDM Analyst

Manages intraday and intraweek steering, network resource management, and KPI monitoring.

• •The WFM Intraday-Management Analyst administers WFM Intraday-Management processes for one or more business lines.
• •This role involves intraday and intraweek steering, network resource management, and KPI monitoring to meet targets and SLAs.
• •Key Responsibilities Maintain network staffing within threshold from scheduling to intraweek and intraday steering.
• •Ensure all service desk tickets and WFM emails are supported within agreed SLA.
• •Regular process review providing feedback and suggestions on how to improve and optimize.
• •Convey solutions in a business context with clear and to-the-point communication skills.
• •Contribute to the culture of the team to create an innovative and collaborative environment.
• •Requirements Embrace and adapt to change with a positive, resilient approach to challenging situations.
• •Communication skills that clearly present ideas, theories, and technical information to operations and managerial staff.
• •English language proficiency is a must, additional languages relevant to our markets are a plus.