Praca Workforce Management & Management Information Consultant

Job Description:

• Build effective reporting on core KPIs  for all locations in Europe, on a daily, weekly, monthly, quarterly and annual basis
• Ensure consistency of data collection across all European locations
• Analyze sales and customer care data, evaluate KPI's, identify and research service level risks through problem resolution and management notification
• Liaise with relevant departments to meet the management information needs of all relevant teams
• Oversee and maintain the workforce management tool for forecasting, scheduling, tracking and reporting the contact statistics
• Contribute positively to the team and the business

Requirements:

• University degree
• Min. 2 years of experience in reporting, analytical, planning or financial type of role within call centre/shared service environment
• Excellent knowledge of Excel (including VBA)
• Strong analytical skills
• Ability to identify root cause of issues and implement improvements
• Fluency in English
• Experience in working with relational databases would be an asset
• Workforce management software knowledge would be an asset (Aspect, Blue Pumpkin, Witness or equivalent)
• Knowledge of the Avaya telephony platform and CMS reporting tool would be an asset
• Ability to work pro-actively as part of a team
• Ability to work to tight deadlines with a positive can-do attitude
• Outgoing personality

Job benefits:

• Private healthcare for employee and his/her family
• Excellent training resources
• Employee referral scheme
• Life and long-term disability insurance
• Memberships in sports clubs or other social clubs, tickets to entertainment or sporting events etc.