Senior Workforce Management Analyst
Senior Workforce Management Analyst
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Job Description
Overview:
We are excited to announce an opportunity for an experienced professional to join our team as a Senior Workforce Management Analyst. This integral position focuses on enhancing workforce efficiency and strategic planning across our organisation. We are seeking an individual with exceptional analytical capabilities a strategic mindset and substantial experience in workforce management to drive operational success.
Duties and Responsibilities:
- Monitor key intraday metrics (such as volumes productivity and KPIs) to ensure that staffing aligns with service level agreements.
- Adjust schedules and routing for calls and skills based on realtime performance data and volume fluctuations.
- Prepare and present both realtime and postevent performance reports for Operations leadership.
- Communicate any challenges that affect service levels and propose corrective actions.
- Provide feedback and support to team members to enhance performance and professional development.
- Identify opportunities for improvement and offer actionable insights to leadership.
- Contribute to the implementation of realtime projects and initiatives.
Requirements:
- Native or fluent in English (C1 level) with strong written and verbal communication skills.
- At least 2 years of experience in Call Center Operations or Customer Service with a minimum of 18 months in realtime analysis.
- A Bachelors degree or equivalent experience.
- Familiarity with workforce management processes (staffing scheduling service levels and metrics) is preferred.
- Proficiency in standard office software and productivity tools.
- Knowledge of local labor laws related to workforce management and scheduling is a plus.
- Strong decisionmaking problemsolving and resource allocation skills.
Offer:
- Relocation assistance provided.
- Rotating late/night shifts (3:00 PM11:00 PM or 11:00 PM7:00 AM).
- Private health insurance after the probation period.
- Join a dynamic and multicultural team.
- Regular fruit deliveries and complimentary drinks for a healthy lifestyle.
- Employee wellness programs including partnerships with fitness centers restaurants and beauty care services.
Application Process
If you are enthusiastic about applying your workforce management expertise to support our team we invite you to apply. Please submit your CV and a cover letter detailing your experience and vision for enhancing our workforce strategy.
Commitment to Diversity and Inclusion
We are committed to creating a diverse and inclusive environment. We welcome applications from all individuals recognising that diversity strengthens our team and enhances our companys success.
Employment Type
Full Time
