The Workforce Analyst isresponsible for performing regular review and analysis of all workforce andscheduling activities for the America’s region through analyzing andforecasting activities.
Key functional responsibility includes the ability todemonstrate a strong understanding of how planning / forecasting staffingrequirements translate to the creation of optimal schedules and real-
time(intra-day) management to support multi-department contact center operations.The ability to create / understand forecasting and scheduling to that forecast iscrucial.
Ensure schedules aregenerated on a regular basis to maximize efficiency of resources
Provide various schedulinganalysis to ensure optimal schedules and provide staff recommendations
Elaborate headcountplanning in regular basis to guarantee appropriate staffing levels
Manage and prepare Overtimeand Vacation planning
Provide and manageIntra-day workload in partnership with the RTA
Ensure data integritywithin WFM system
Capture, store and reporton historical statistics and through optimized reporting
Maintain constantcommunication with Operations teams to coordinate needed staffing adjustmentsbased on current and forecasted results.
Provide and create New Hireand Department Shift Bids
Collaborate with multiplebusiness lines to identify scheduling requirements.
Provide various WFMPresentations such as New Hire Presentation and Department Quarterly Reviews
Collaborate withFulfillment Operations Department Management on identifying opportunities tofurther optimize our workforce
Performs any other relatedduties as required or assigned
Advanced English level.
Advanced Excel level
Minimum of 3yrs of experience in a similar role
Proven experience with contact center technologies and practices, particularly workforce management software and timekeeping systems (Preferred if systems such as IEX, CISCO, Salesforce, VBA)
Understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s
Strong communication skills in both English and Spanish (verbal and written)
Strong reporting skills
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to organize information and have attention to detail and accurately follow procedures.
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
Excellent analytical and math skills related to customer operations
Studies in Business Administration, Industrial Engineering or related field strongly preferred
Capacity Planning experience
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