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Workforce Management Analyst

  • Katowice, śląskie
  • Specjalista
  • 2017-11-27

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    An e-commerce company, Groupon inspires its users to visit interesting places close-by, travel and discover new activities, while offering a wide range of products as well. It also provides its partners with tools and support, which help them to develop and manage their businesses.


    In less than six years of operating in Poland, Groupon grew from a company that hired less than ten people and fit in a small room into a leader of local trade, and is currently a place where about 800 people has the opportunity to develop their skills and competences in a friendly atmosphere. We believe that great companies are made by great people.

    Workforce Management Analyst

    Miejsce pracy: Katowice

    The Workforce Analyst will be responsible for managing the day to day staffing needs for all Groupon channels of customer contact entering the contact centers via voice, email and/or chat. Ensure strategic goals are met through staffing and possibly forecast modeling, collaborative planning, effective communication, while ensuring proper alignment with strategic goals.

    Responsibilities:

    • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
    • Monitors site to ensure optimal staffing levels.
    • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
    • Administers contingency action plans as deemed necessary and appropriate.
    • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
    • Facilitates real-time discussions with necessary stakeholders.
    • Completes root-cause analysis to determine and quantify reasons for staffing variance.
    • Ensures that all reports originating from the department are accurate and reliable.
    • Helps with the integration and implementation of new call center technologies
    • Appropriately account for special events, site-wide meetings, and huddles to ensure that impacts to the business are captured, analyzed, minimized, and recommendations on staffing are delivered in a timely manner.
    • Identifies and researches service level risks for problem resolution and management notification.
    • Serve as the WFM subject matter expert for other departments / internal customers.
    • Responsible for updating and maintenance of WFM software. i.e NICE IEX, Aspect, Blue Pumpkin, or Verint.
    • Maintains a close working relationship with all departmental leadership in developing staffing strategies.
    • Ensure all exceptions are accounted for based on agent activity for the day such as offline work, lunches, coaching, training etc.
    • Incorporate contact center data to paint the picture to leadership using contact center call volume, AHT, agent productivity, vacations, attrition and other load impacting factors to Service levels.
    • Work closely with the Operations Team to ensure respective lines of business are in line with requirements and agent availabilities are conducive to the business needs.
    • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and employee satisfaction.
    • Self-education to stay current with new technologies, processes and procedures.
    • Liaise and co-ordinate with vendors and/or support groups as required, to resolve any technical issues, escalating to Manager if needed.
    • Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365.
    • Advise management of necessary changes in staffing requirements.
    • Work closely with leadership to define new analysis/reporting initiatives.


    Demonstrable skills

    • Strong analytical skills, adept in data mining, data analysis and data presentation.
    • Strong quantitative skills - must possess advanced Excel skills.
    • Ability to establish strong partnerships within all levels in the organization while adjusting communications to the specified audience.
    • Ability to communicate complex ideas in clear, succinct terms (written and verbal) for business and process decisions.
    • Proven ability to prioritize competing needs of multiple, rapidly evolving initiatives.

     

    Candidate profile

    • Educational background in statistics preferred.
    • A Minimum of 3 years of workforce & operations experience, ideally in a call center service environment.
    • Minimum of 2 years of WFM experience in a multi-channel call center environment
    • Minimum of 2 years of experience in WFM software. i.e NICE IEX preferred.
    • Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience a plus
    • Knowledge in Automatic Call Distribution (ACD) technology. i.e AVAYA, Cisco, Genesys, InContact a plus.
    • Schedule all off phone activities such as offline work, team meetings, coaching, training etc.
    • Work closely with the Operations Team to ensure respective lines of business are in line with requirements and agent availabilities are conducive to the business needs.
    • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and employee satisfaction.
    • Self-education to stay current with new technologies, processes and procedures.
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