Advertisement Workforce Management Analyst

Main Responsibilities:
 

• Create and generate detailed short and long term Workforce Management forecast
• Create and generate detailed schedules based on forecasted staffing requirements
• Analyze work volume variances to the forecast and adjust staffing levels accordingly
• Amend as appropriate agent setup such as shift preferences and rules to manage agent absences or vacations
• Monitor contact volume as compared to forecast
• Monitor call routing and flow real time specifically looking for variance to forecast contact volumes as well as delivery performance issues
• Analyze real time impacts related to staffing
• Assist the Operations Management team by running agent productivity and schedule adherence reports
• Conduct real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service
• Level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
• Identify course of action or makes recommendations relating to staffing deviations (Extended
• Hours/VTO, Schedule Adjustments, Skill Switches/Leveraging)
• Monitor Intraday call and work volume as compared to forecast
• Manage special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
• Monitor agent adherence/compliance to schedule and escalate to Team leader for investigation
• Maintain and manage Skills / Staffing levels within the business unit to achieve service level metrics
• Interface with business unit management as needed for escalation of service-impacting issues
• Continuously review and assess applicability of workforce management process delivered by worldwide Customer Experience organization with a view to maximizing effectiveness of the Workforce Management Team.

• Detailed knowledge of Workforce Management forecasting tools & strategies
• The ability to apply advanced analytical capabilities where problems are unusual, difficult, or conflicting
• Skills and experience to anticipate future trends in customer service and ability to create actions plans on a customer service quality side
• Business or Technical qualification to degree standard or equivalent and minimum 3 - 5 years' experience in the following areas: WFM scheduling for multi lingual/multi-site contact centers, Intraday Management in multi lingual/multi-site contact centers
• Experience using at least one industry standard WFM tool (IEX, EWFM, Verint).
• Customer Service experience in a highly customer satisfaction driven retail industry like telecoms, consumer electronics or online retail sales would be considered a plus
• Ability to establish strong business relationships with internal partners, vendor team leaders/agent, recruitment & training teams, and Business Process & Tools teams.
• Ability to deal with ambiguity and manage change and to manage cross culture personalities and interactions.
• Excellent written and verbal communication skills in English language and an additional foreign language will be an advantage.
• Abilities to apply advanced analytical capabilities where problems are unusual, difficult, conflicting and require multidimensional consequence analysis, to establish strong business relationships with internal partners, dealers and customers.

• Lunch vouchers
• Attractive rewards and additional performance based bonuses;
• Annual fixed bonuses;
• Full private medical insurance & discounted prices for the dependents of the employee;
• Child birth support
• Online library access for passionate book readers;
• Health & Nutrition: Health and wellness services @ the office;
• Various discounts for gym classes & other recreational activities;
• Free development training, for both personal and professional purpose, via our E-Learning platform;
• Multicultural and enthusiastic work environment;
• Access to the company's cultural events including well-known festivals in Romania.