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Workforce Management Analyst

2 months ago

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The Workforce Management & Capacity Analyst (WFCM Analyst) will work in conjunction with forecast information to define the optimal staffing requirements and optimal scheduling plans. The WFCM Analyst will also analyze the capacity of the operational teams and their estimation of resources.

 

Duties and Responsibilities:

·       Develop resource plans to meet required SLAs.

·       Work towards optimising utilisation and availability across all contact channels.

·       Manage inbound/outbound activity across all contact methods.

·       Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and more.

·       Working with stakeholders to guide decisions on resourcing requirements.

·       Continuous development of models & processes to drive effectiveness & adapt to changing business requirements.

·       Track to a target and analyse trends.

·       Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages.

·       Maintain Capacity planning, as part of target setting for demand planning.

·       Ensure all workforce is onboarded in the relevant production tools.

Essential Competencies:

·       Excellent knowledge of the business and requirements

·       Proficiency in Microsoft office suite

·       Experience working on flows.

Analytical skills:

·       Ability to interpret a wide range of data/information.

·       Use findings to make proposals.

·       Excellent attention to detail.

·       Ability to see big picture and streamline current processes.

Communication skills:

·       Communication & interpersonal skills

·       Excellent presentation skills

Interpersonal skills:

·       Strong Stakeholder management and collaboration

·       Able to work independently and collaboratively; must be able to manage multiple projects simultaneously and execute decision with judgment and discretion.

Problem-solving skills:

·       Creative thinking to solve organisation and clientâs problems.

·       Proactive problem solver and able to take decisions based on real time situations.

Time-management skills:

·       Ability to respond quickly to deadlines & work on own initiative.

·       Work well and under pressure in a very fast paced environment.

·       Ability to efficiently work to specified project delivery deadlines.

·       Good time management skills

 


Desirable:

·       A Degree or Diploma in business management or IT field would be a plus. .

·       WFM Experience or Experience working with WFM software (Aspect, Verint, Genesys, NICE, Calabrio).

 

Location: Nova Atria, Blackthorn Road, Sandyford Business Park, Dublin 18

Hours: 37.5 hours per week Monday to Sunday (including Bank Holidays). Some weekend work is also required.

Contract Type: Permanent

Benefits: Free canteen onsite in client site during shift hours, Health Care & Extensive Training & Development. Free access to Covalen Group Scheme website, 24-hour Employee Assistance Programme (EAP), Wellness Programme, Tax Saver Scheme, Bike to Work Scheme.