The Workflow Analyst oversees end-to-end tactical planning for Operations, driving tactical preparedness in planning the right people, at the right times, with the right skills, to ensure world-class service delivery to customers. This employee has an analytical mindset and workforce management experience, using these to create actionable and data-driven action plans for local and global stakeholders to support operational partners.
Key job responsibilities The role delivers weekly analytical insights of operational performances with call-outs on misses to drive adherence to plan, delivers optimal global schedule coverage across all leave types, provides tactical outward view to operational partners to ensure capacity gaps are mitigated proactively, partners and consults with stakeholders on capacity planning input assumptions, provides global and geo-region specific holiday scheduling plans, and proactively monitors SLA and operational performance while developing path-to-green plans when there are deviations from plan, coordinating with operations managers' correction plans and tracking adherence to plans.
Basic Qualifications
- Experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA)
- 2+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning
- 1+ years of experience building and analyzing models using various statistical tools for forecasting and optimization
- 2+ years of proven experience in a demand driven customer support operations environment
Preferred Qualifications
- Bachelor's degree or advanced studies in statistics, applied mathematics, computer science, engineering, or closely related concentrations
- Demonstrated experience with SQL, Excel, and Access; Business Acumen (Beginner) - knows the ecosystem the organization operates within and how to anticipate long term issues and their possible effects; Data Analysis (Beginner) - ability to make sense from large pools of data and translate this into consumable formatting for business application;
- identifies, creates and drives delivery of the steps to achieve agreed tasks, goals and objectives in the immediate, short, medium and long term;
- Stakeholder Management - proactively manages relationships through earning the trust of large teams and can lead teams to agreement or resolution of process differences;
- Collaborative - proactively shares knowledge, experience and expertise to concrete solutions in order to satisfy the customers and/or stakeholders;
- Ownership - demonstrates ownership of own actions and team results;
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