Advertisement Workforce Management Analyst

Employer: Arvato Services
Domain:
  • Customer Support - Client Service
  • Management - Consulting
  • Job type: full-time
    Job level: Student/Graduate
    Location:
  • BUCHAREST
  • Updated at: 17.08.2017


    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.
    Required Skills:
     
    • 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.
    Our Offer:
     
    • 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.