Workforce Management Senior Analyst

1 miesiąc temu


Warsaw, Polska Randstad Polska 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

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

  • 3 - 5 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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