Oferta pracy

Workforce Management Analyst

GrouponO firmie

Groupon

al. Jerozolimskie 123

Warszawa

Groupon’s mission is to become the daily habit in local commerce and fulfil our purpose of building strong communities through thriving small businesses by connecting people to a dynamic, global marketplace for local services, experiences and goods. In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.

Workforce Management AnalystNumer ref.: Warsaw & Katowice

The Workforce Management 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:

  • planning and analysis of working time in the Shared Services Poland in terms of efficiency and current needs;

  • monitoring data and analysis of tickets and their implementation in terms of availability of resources,

  • monitoring of key performance indicators,

  • 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.

  • recommending actions short- and medium- term associated with effective planning, operation and use of available resources,

  • coordinating of all implemented corrective actions,

  • ensuring the correctness of reports created for the needs of managers Shared Services and superior,

  • active participation in the integration and implementation of new technologies in the Shared Services

  • support managers, in terms of global projects and ongoing activities related to workforce management

  • responsible for updating and maintenance of WFM software. i.e NICE IEX,

  • constant analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills, 24x7x365.

Desirable Skills:

  • Minimum 2 years of experience in WFM Forecasting is a must

  • Knowledge in Automatic Call Distribution (ACD) technology. i.e AVAYA, Cisco, Genesys, InContact a plus.

  • Self-education to stay current with new technologies, processes and procedures

  • Experience with systems such as IEX or comparable package

  • 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.

BENEFITS:

  • Monthly bonus system
  • Attractive Groupon discounts
  • Chillout zone
  • Training & development programmes
  • Private medical care
  • Company events & parties
  • MultiSport card

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