Workforce Planning analyst

Náplň práce

For our client,well established international business company, we are looking for a candidate for a position of

„Workforce Planning Analyst“

Your main task is to provide key assistance in day to day operations.You serve as a first point of contact for the contact center leadership team in regards to scheduling, skilling and staff planning. You will also work with other analysts to coordinate activities of the front line agents.


Job responsibilities are to:

• Ensure that day of week, week of year, interval of day patterns and forecasts are accurate and up to date
• Track and analyze call arrival and ensure empluees schedules are optimized to achieve service level goals
• Provide daily staffing requirements to ensure that staffing is optimized to best meet both call & case volume patterns and improve schedule optimization
• Review forecasts & staff plans with managers, supervisors, training and other stakeholders and consult them in planning appropriate time for all offline activities
• Daily, weekly and monthly administration of tracking & reporting tools to ensure that all employee records are up to date
• Maintain accurate employee records (hire date, skills, termination, etc.) and perform updates in coordination with training and human resources and technology teams

Requirements:

• 2-3 years in an analyst role (resource planning), ideallyin international share service center
• Experience with Workforce and with automated call distribution & call management SW (preferably Avaya CMS)
• Essential is fluent ENGLISH (min. C1 level) – daily use, other languages are welcomed
• Ability to adapt to changing conditions, work in quickly developing environment
• Analytical thinking and excellent communication skills
• Ability to work independently and also in a team

We offer:

• Work in luxury premises
• Start ASAP or by agreement
• Daily use of English and possibly other languages (20 different languages in the company)
• Continuous self-fulfillment and opportunity for professional growth within international company
• Excellent salary and extensive benefits

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