Workforce Management Senior Analyst

2 tygodni temu


Warszawa, Mazovia, Polska Randstad Polska Pełny etat

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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