Senior wfm analyst 96438/102 Barcelona

Descripción de la oferta

Duración de la oferta: hasta el 30/11/2018.

Funciones

Would you like to work in a multicultural WFM team to help them maximize their performance and competency?

We are looking for a Senior Workforce Management Analyst with high written and spoken English. As a Senior WFM Analyst you will be responsible for the oversight of campaign forecasting, production of our campaigns staffing schedules and managing real time contact volume and staffing to enable departments to meet established performance standards.

Duties and main responsabilities:

- Performs real-time performance related monitoring to help business areas ensure adequate staffing and make recommendations on daily basis about adjusting staff schedules to support target performance.
- Produces the campaigns staffing schedules in a timely manner ensuring that optimisation has been considered whilst identifying new methods, strategies and opportunities.
- Monitors the workflow of assigned departments real time for schedule adherence
- Analyses and communicates impacts to intra-day campaign department performance.
- Communicates with departments to stay informed about events and projects that could impact the department´s performance.
- Develop, compile and communicate intra-day and daily reports with Workforce Management statistics, such as Service Level, Average Speed of Answer, Abandonment Rate, Adherence, and Utilization.
- Advises of optimal ad hoc meeting and training times
- Processes schedule adherence exceptions submitted by campaign team leaders.
- Continually analyse, identify and communicate opportunities for improving campaign efficiency and performance with team/department leaders.
- Evaluates vacation/sick for the day and recommends necessary adjustments
- Collaborates with departments to meet department statistical agreements

You will work in accessible facilities; you can get there by public transport. The nearest metro station is Sagrada Familia. 

This is a full time permanent position in which you can develop your professional career and get involved in the project from the beginning to the end.

If you are a motivated individual with analytical skills and strong verbal and communication and skills, this is your opportunity!

Requisitos

- At least 2 years of relevant workforce management experience
- Minimum 3 years’ experience in a call centre environment
- Understands call routing concepts & metrics; understands how they impact staffing realities.
- Knowledge of workforce management solutions and their functionality
- Proficient in MS Excel, Word, PowerPoint and/or Access
- Strong mathematical and analytical skills with the ability to collect, organise, analyse and disseminate significant amounts of information with attention to detail and accuracy.
- Adept at queries, report writing and presenting of findings
- Strong verbal and strong communication skills.
- Strong attention to detail

Se ofrece

Workforce management