About the job
π Exciting Opportunity: Join Our Team as a Workforce Management Analyst! π
π Job Summary
Are you ready to make an impact? We're looking for a proactive Workforce Management Analyst to monitor service levels, optimize efficiency, and create actionable plans to enhance performance. Youβll be the first to know what's happening in the business, anticipating challenges like training or offline activities that could affect forecasts. Take charge by defining acceptable ranges for service levels and implementing action plans to keep things on track.
π― Key Responsibilities
πΌ Forecast Management: Stay ahead by monitoring forecast vs. actuals every 30 minutes to meet service goals.π Performance Updates: Share hourly updates on contact center performance.π Data Analysis: Use IDP insights to address variances and improve outcomes.π Queue Oversight: Ensure service levels are met and adjust skills to optimize performance.π¨ Escalations: Take swift action when service goals are at risk.β³ Real-Time Adherence: Manage queue performance minute-by-minute for seamless operations.β¨ Productivity Boost: Identify opportunities to improve efficiency and implement solutions.π Queue Adjustments: Manage skill changes and collaborate with NRP as needed.π Trend Analysis: Analyze call drivers, spot trends, and make improvement recommendations.π‘ Action Plans: Collaborate to manage unexpected surges or off-peak periods.β
Exception Reporting: Track attendance, enter exceptions, and adjust forecasts as necessary.π And More: Support additional tasks that keep the team running smoothly!
- π‘ What You BringβοΈ Experience: 1-3 years in a similar role, workforce management, or contact center experience.βοΈ Skills:Proficiency in tools like IEX or CX-1 and Avaya or other ACD systems.
- Advanced Excel skills for reporting and analysis.
- Strong analytical and mathematical capabilities.
- Clear communication and effective multitasking.
βοΈ Education: Bachelor's Degree or equivalent. A degree in Business Administration or related fields is a plus!
β¨ Why Join Us?π Competitive salary and benefits package.
π Opportunities for professional growth within a dynamic, multinational company.
π Work from our conveniently located office in Chaguanas!
- Take the next step in your career and join a team that values innovation, collaboration, and excellence! π