Workforce Management Analyst (Customer Service)

Job OverviewThe role of a WFM Analyst is to support the workforce management function within an organization byanalyzing data, forecasting workload, and optimizing resource allocation through to support theachievement of KPI and organizational objectives.ResponsibilitiesData Analysis, Forecasting and Financial Analysis:Tracking and analyzing historical data, trends, and patterns to forecast workloadStaffing and Scheduling:Develop employee schedules based on forecasted workloads, service level targets, andproductivity requirements.Consider factors such as call volumes, customer demand patterns, staffing constraints, andemployee availability to create efficient and effective schedules.Workforce Optimization:Optimize workforce utilization by balancing staffing levels and skill sets to match workloadfluctuationsMinimize overstaffing or understaffing situations, ensuring adequate coverage while controllingcostsSystem Management and Maintenance:Managing and maintaining workforce management systems and software tools.Updating employee records, configuring scheduling parameters, troubleshooting system issues,and collaborating with IT teams for system enhancements.Analytical Support and Projects:Assisting in conducting ad hoc analysis, special projects, and initiatives related to workforcemanagement.Conducting research, providing insights, and participating in cross-functional teams to supportorganizational objectivesCommunication and Collaboration:Collaborating with various stakeholders to gather information, align objectives, and ensureeffective coordination in workforce management efforts.Providing support and guidance to Operations Supervisors and employees regarding scheduling-related mattersTraining and Knowledge Sharing:Attend recurrent training published by the Client/Company on a regular basis.Sharing knowledge and providing support to enhance understanding and compliance withworkforce management policies and proceduresCompliance and Policy Adherence:Ensuring adherence to labor laws, regulations, and company policies internal and externalStandards.Required QualificationsEducation and Specific TrainingCollege Degree in Business Administration or another relevant field is preferredEnglish B2 or C1Work ExperiencePrevious call center or related experience is desirableSoft Skills & Other RequirementsTechnologyUsage of OS MS Windows / MS OfficeAbility to use the desktop computer systemAbility to use Internet applicationsKnowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.Experience managing in Customer Experience Management operations (preference).Soft SkillsExcellent written and verbal communication:Ability to communicate correctly and clearly ComprehensionAbility to clearly understand a problem statement Good Problem SolvingStrong Math skillsStrong troubleshootingLeadership ability to approach problems logicallyAnalyticalAbility in Self-assessmentReal-Time Management ReportingKnowledge of KPI’s