Reporting and Workforce Management Analyst Wanted

Employer: Conectys
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Sibiu
  • Updated at: 20.01.2019
    Short company description

    Conectys is a global organization with centers on 2 continents and in 4 countries. We are all about transparency, modesty and growth. We also strongly believe in Fun@Work, so much that we’ve made it one of our core values.

    We have the best possible clients in gaming, high tech, travel, retail, finance and other key industries.

    Conectys is fueled by people. Employee engagement, initial and ongoing training, flexible work hours, incentives, “Pizza with the CEO”, Fruit Days, Happy Hours, employee-driven CSR programs, Open Door Policy or trips to client sites are just examples of what YOU will experience in Conectys. We are also recognized for premium BPO services with 10 awards received in the past 3 years alone.

    Requirements

    We would like for you to have:

    -> At least a vocational diploma or short course certificate, bachelor’s or college degree.
    -> Proficiency with Microsoft Office applications, especially Excel.
    -> At least 2 years of working experience in a Call Center is required for this position.
    -> Relevant experience as reporting or data analyst.
    -> Strong analytical skills, understanding complex reporting and data transformations from multiple sources.
    -> Ability to function in a team environment, providing the necessary support and assistance to various levels from management team.
    -> Availability to work on a 24/7 schedule.

    Responsibilities

    As a part of our team you will:

    -> Monitor and Report Attendance.
    -> Monitor queue/lines level performance and variance to the forecast in real time.
    -> Provide recommendations for addressing and responding to the variance against the forecast.
    -> Analyze the trend running for the day to provide actions necessary to achieve/exceeds the targets.
    -> Ensure that front liners are adhering to the schedules and escalate if needed.
    -> Sends out interval and End of Day Reports .
    -> Approve real time schedule changes. Proactively change scheduled breaks/Lunch if needed to achieve the targets.
    -> Manages real time skilling or assigning of workload to the front liners to maximize utilization.
    -> Manages activities and schedules to ensure that Service Level Agreements are met.
    -> Monitor Agent Activity to ensure that all front liners are productive.
    -> Report and Manages outages and system issues.
    -> Project and Adhoc Reports.

    Other info

    What we offer
    -> Competitive financial package;
    -> Private medical Insurance and Gym Subscription;
    -> Endless supply of coffee at the office;
    -> Pleasant, challenging and flexible work environment in a fast growing company;
    -> Working in a young, friendly and multicultural environment with a motivated, professional and result oriented team;
    -> International development opportunities.

    Sounds good? Send us your application online, and we’ll get back to you soon.