Workforce Management Senior Analyst

2 tygodni temu


Warszawa, Mazovia, Polska Randstad Polska Sp. z o.o. Pełny etat
Together with our client, a world-known company, we are building a new contact center in Warsaw

If you have experience in collecting and analyzing large amounts of data to enable visualization, insights, data-driven decision-making within the Customer Service Team and you are looking for an opportunity to develop your career in a dynamic, international environment, this job offer is for you

Workforce Management Senior Analyst

Nr ref:
Warszawa (mazowieckie)

What we offer

- stable employment
- benefits package
- opportunities to take on new challenges
- building new structures of the company
- modern office in attractive location in Warsaw

Your tasks

- implementation and management of cross-functional performance indicators to deliver related insights, seeking to drive positive impact enabled through data-driven decisions across the business
- work collaboratively with Supervisor and WFM Team to Plan and deliver analysis to operational management – analysis includes information surrounding root cause, impact assessment and identifying key areas for possible process improvement
- package complex information to drive forward actionable insights
- improve the data availability by acting as a Subject Matter Expert between cross functional teams
- analyze call volume patterns and historical data to forecast staffing requirements and schedule adherence
- ensure data accuracy, timeliness, and validation prior to presentation
- support business solution requirements and partner with the development and application delivery teams on developing reports/dashboards to feed into daily, weekly, monthly, quarterly, and annual KPI's and dashboards

What we expect

years of experience with data analysis and preparation, including experience with medium to large data sets
- strong business and collaboration skills, and responsiveness to service needs and operational demands
- contact Centre experience and related metrics knowledge preferred
- bachelors' degree preferred, preferably in Statistics, Economics, Computer Science, Mathematics, or similar field
- utilization of data discovery tools such as Microsoft Power BI (preferred), Zendesk is an advantage
- advanced Excel covering Power pivots and Macros
- data visualization tools, and a strong background in medium to large-scale, shared data environments is preferred
- ability to tell a story with data and drive data literacy
- excellent communications skills (both verbal and written); ability to interface with senior leadership (working language, plus English)
- ability to build good relationships and work cross-functionally
- creative/Innovative thinking, intermediate analytical and conceptual thinking skills
- problem solving skills and process improvement experience with sound decision making
- a sense of urgency and proactivity are essential
- ability to excel in a fast-paced, changing environment, managing multiple priorities and projects simultaneously

Employment agency entry number 47

this job offer is intended for people over 18 years of age

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