Senior Workforce Management Analyst Barcelona

Descripción de la oferta

Duración de la oferta: hasta el 12/11/2018.

Funciones

As a real time analyst you will be responsible for managing real time contact volume and staffing in order to enable departments to meet established performance standards.

 * Perform 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.
 * Monitor the workflow of assigned departments real time for schedule adherence
 * Analyse and communicate impacts to intra-day campaign department performance.
 * Communicate 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.
 * Advise of optimal ad hoc meeting and training times
 * Processe schedule adherence exceptions submitted by campaign team leaders.
 * Continually analyse, identify and communicate opportunities for improving campaign efficiency and performance with team/department leaders.
 * Evaluate vacation/sick for the day and recommends necessary adjustments
 * Collaborate with departments to meet department statistical agreements

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

 * Competitive Salary D.O.E + gross annual bonus;
 * Excellent multicultural work environment;
 * Convenient office location in the centre of Barcelona;
 * 24 holidays per year;
 * Kitchen facilities and free coffee, tea, water; Social activities (parties, sport events...).