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Staffing Forecast Analyst
1 tydzień temu
Job Overview:
We are seeking a Staffing Forecast Analyst to join our Customer Care Operations team. As a key member of this team, you will be responsible for planning, forecasting, and scheduling staffing needs to meet service performance objectives.
Main Responsibilities:
- Collect and analyse historical staffing data to inform future resource allocation decisions.
- Using business intelligence, forecast and plan staffing metrics and requirements to ensure all service level objectives are met.
- Create IDPs used by real-time functions to optimise resource allocation.
- Analyse performance data to identify areas for improvement and implement strategies to increase efficiency.
- Provide alternative recommendations when operational requests may impact customer care performance.
- Support the design and deployment of WFM module training as required in operational locations.
Requirements:
- Excellent knowledge of MS Office Excel.
- High-level data analysis skills with attention to detail.
- Ability to manipulate numerical data and identify improvement areas, trends, and make recommendations.
- Proactive and self-motivated work style with ability to manage multiple demands on time and changing priorities.
- Strong interpersonal and influencing skills with a focus on continuous improvement.
- Fluent in English with understanding of BPO/Contact Centre environment a plus.
