Workforce Analyst

28 Октября 2024

Smart Solutions Personnel

Город:

Алматы

Занятость:

Полная занятость

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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.