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Workforce Planning Analyst
3 tygodni temu
Job Description
Workforce Management PlannerThe Workforce Planning Analyst role involves planning, forecasting, and scheduling staffing needs for Customer Care, ensuring efficient service performance.
Key Responsibilities:
- Proactively identify opportunities to optimise staffing utilisation and implement strategies to achieve business objectives.
- Analyse historical staffing data to capture emerging trends and inform future planning.
- Using data-driven insights, forecast and plan staffing metrics and requirements to meet service level objectives at the lowest cost.
- Create IDPs (Intra Day Performance) used by real-time functions to drive operational efficiency.
- Analyse performance data to identify areas for improvement and develop targeted strategies to enhance customer care services.
- Provide recommendations to operations teams on staffing allocations that align with business objectives.
- Support the design and deployment of WFM module training to enhance operational capabilities.
Requirements
- Excellent knowledge of MS Office Excel and data analysis tools.
- Strong analytical skills with a high attention to detail.
- Highly numerate with ability to manipulate numerical data.
- Ability to identify trends and make recommendations to improve operational efficiency.
- Proactive work style with ability to manage multiple demands on time and changing priorities.
- Ability to work under pressure in a deadline-driven environment.
- High level of interpersonal and influencing skills.
- Strong team player with focus on continuous improvement.
- Fluent English language skills.
- BPO/Contact Centre experience is highly desirable.
Benefits and Perks
- Shared costs for sports activities.
- Shared costs for foreign language classes and professional training.
- Private medical care.
- Life insurance.
- Holiday funds.
- Christmas gifts.
What We Offer
- Flexible working hours with start times between 7-9 am.
- Hybrid work arrangement with 3 days office and 2 days remote work.
