Workforce Analyst

28 Октября

Партнерские Вакансии

Компания "Smart Solutions Personnel"

Responsibilities:

• Comprehensive Data Analysis: Analyze intraday historical volumes, contact ratios, AHT, occupancy, SLA, schedule adherence, shrinkage, and attrition to provide actionable suggestions for service improvement.
• Daily Agent Tracking and Management: Monitor agent headcount daily, manage onboarding requests, vacations, absenteeism, and attrition.
• Schedule Creation: Develop weekly schedules for support agents to ensure optimal workforce allocation.
• Collaboration with Internal Teams: Partner with internal teams (Live Ops Managers, planning, WFM, supply, etc.) to align on trends, forecasts, and upcoming events for accurate capacity planning.
• End-to-End Workforce Planning Ownership: Lead workforce planning, execution, and analysis in collaboration with hub managers to maintain process efficiency and high-quality outcomes.
• Performance Communication and Improvement: Proactively report performance analyses to Live Operations managers and highlight improvement areas, fostering cross-functional initiatives for enhanced agent efficiency and effectiveness.

Requirments:

• 1+ years of experience in resource planning, workforce management, workforce analytics, space planning, vendor operations or a combination of these.

• Understanding of operations planning in a hyper growth environment.

• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

• Full proficiency in Excel, Looker, or similar data visualization applications.

• Knowledge of workforce tools and processes in BPO environments.

• Analytical, problem-solving, negotiation, and organizational experience.

• English - upper-intermediate.