Workforce Management Senior Analyst
2 tygodni temu
Together with our client, a renowned company, we are establishing a cutting-edge contact center in Warsaw
If you have expertise in gathering and analyzing vast amounts of data for visualization, insights, data-driven decision-making within the Customer Service Team, and you seek a chance to advance your career in a vibrant, global setting, this job opportunity is for you
Our Offer
- Stable employment
- Comprehensive benefits package
- Opportunities to tackle new challenges
- Contribution to constructing new company structures
- State-of-the-art office in a prime Warsaw location
Your Responsibilities
- Implementing and overseeing cross-functional performance indicators to provide insights for driving positive impacts through data-driven decisions across the business
- Collaborating with Supervisor and WFM Team to plan and deliver analyses to operational management, including root cause analysis and identifying areas for process enhancements
- Presenting complex information to derive actionable insights
- Enhancing data availability by serving as a Subject Matter Expert between various teams
- Analyzing call volume patterns and historical data to predict staffing needs and ensure schedule adherence
- Ensuring data accuracy, timeliness, and validation before presentations
- Supporting business solution requirements and collaborating with development teams to create reports/dashboards for daily, weekly, monthly, quarterly, and annual KPI's
Our Expectations
- 3 - 5 years of experience in data analysis and preparation with medium to large data sets
- Strong business acumen and collaboration skills, along with responsiveness to operational demands
- Contact center experience and knowledge of related metrics is a plus
- Bachelor's degree, preferably in Statistics, Economics, Computer Science, Mathematics, or a similar field
- Proficiency in data discovery tools like Microsoft Power BI (preferred) and familiarity with Zendesk
- Advanced Excel skills including Power Pivots and Macros
- Experience with data visualization tools and shared data environments
- Ability to effectively communicate with senior leadership in English
- Strong relationship-building skills and cross-functional collaboration
- Creative and innovative thinking, intermediate analytical and conceptual skills
- Problem-solving and process improvement expertise
- Proactive and able to work in a fast-paced, changing environment with multiple priorities
Employment agency entry number 47
This job opportunity is targeted at individuals above 18 years of age
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