Workflow Analyst
San Jose , CR
hace 1 día


We are currently looking for a Workflow Analyst to join our team.

We are looking for an exceptional analyst who is passionate about Customer Experience, who thinks / acts globally, and who is an innovation bar raiser.

The ideal candidate will possess both an analytical background that enables him / her to manage accurate quantitative planning and a demonstrated ability to improve processes on behalf of their customers.

Our analyst will experience a wide range of problem solving scenarios; challenges associated to development of a workforce management structure, and will use diverse methods of data collection and analysis to overcome those.

The Workflow Analyst is responsible for ensuring the Heavy Bulky & Services Back Office team (HBS BO) meets service levels by future and real-time staffing planning, work mix blending, queue creation and administration, and overall management of workflow across HBS BO.

The Workflow Analyst serves as a resource, advisor, and close working partner with our Operations Manager, Managers, Supervisors, HBS CS Workflow Analysts and our business team.

The Workflow Analyst’s primary responsibility is to ensure daily service levels in all Operational Units by working closely with local leadership, and other leadership teams.

This includes but is not limited to identifying and mitigating emerging risks and assisting in potential plans for service level recovery.

The Workflow Analyst also owns a variety of tasks, including but not limited to profiles and skills modification of individual associates, alerting individual team leadership of outliers in auxing and other variances, as well as creating accurate short-term forecasts.

Other primary duties include coordinating staffing needs, including the reporting and analysis of headcount numbers at the team level, coordinating support in real-time and planned team activities, onboarding (system wise) of new hire associates, and new Paragon queues creation, configuration and administration.

Other secondary roles include developing / maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Overtime), and driving special projects designed to maximize efficiency and increase production and quality.

Position Responsibilities :

  • Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the site’s short term forecast requirements and SLs (Service Levels).
  • Profile(s) and skill(s) modification of individual associates.
  • Alerting individual team leadership of outliers in auxing and other variances to schedule adherence.
  • Coordinating site-staffing needs, including the reporting of site headcount numbers by shift and Operational Unit.
  • Coordinating support in real-time and planned team activities.
  • System-wise onboarding of new hire associates and individual shift changes.
  • Identifying workflow headcount deficiencies and overages thus driving overtime hours and Voluntary Time Off as needed.
  • Paragon administration tasks (New queues creation, skills configuration, wrap-up codes creation, GACD configuration, troubleshooting, new features follow up and recommendations, etc.).
  • Developing / maintaining a series of workflow related trackers that drive day-to-day site-wide production efficiency (Voluntary Time Off, Absences, and overtime).
  • Driving special projects designed to maximize efficiency and increase production and quality.

  • Workforce management experience (minimum 1 year, in resume).
  • Advanced knowledge of MS Excel and MS Office software (in resume).
  • Intermediate SQL knowledge.
  • Excellent analytical and mathematical skills.
  • Comfortable communicating and influencing across job levels with both internal and external partners.
  • Excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity.
  • Innovative and creative in finding root causes to problems, building scalable solutions / designing improved methods, systems and processes.
  • Excellent speaking-listening-writing skills, high attention to details, proactive self-starter.

  • Paragon knowledge is preferred.
  • Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics) or at least 3 years of relevant work experience.
  • Analysis experience in Customer Service or Operations preferred.
  • Operations Research or Capacity Planning experience strongly preferred.
  • Some programming experience is a plus to automate tools whenever appropriate.
  • Basic / Working knowledge of Six Sigma tools and Lean techniques.
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
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