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Workforce Optimization Specialist

1 week ago

Dublin, Dublin City, Ireland Vikingcloud Full time
About VikingCloud

VikingCloud is a leading provider of end-to-end security and compliance solutions to businesses globally. Our award-winning platform secures networks and maintains compliance, serving almost 5 million businesses worldwide.

We maintain partnerships with top payment service providers and work with the world's largest brands to mitigate evolving cyber threats and business risk. Our Asgard Platform processes billions of security events daily, offering real-time intelligence access to an organization's cyber risk landscape.

Headquartered in Dublin, Ireland, with operations across the United States, Australia, India, Philippines, Poland, Sweden, South Africa, and the United Kingdom, we have clients in over 100 countries and a global team of more than 1,000 people.

Contact Centre WFM Analyst Responsibilities
  1. Deliver on all customer KPIs and internal contact centre drivers.
  2. Manage stakeholders effectively, balancing their needs with business requirements.
  3. Develop and redesign schedules, training plans, and other operational processes as needed to meet changing business demands.
  4. React promptly to trends, ensuring accuracy and gathering feedback.
  5. Produce volume forecasts for multi-function operations on a daily, weekly, monthly, and annual basis.
  6. Identify inconsistencies in data and collaborate with teams to investigate and resolve issues.
  7. Analyse productivity, occupancy, service levels, call volume, schedule efficiency, and staff trends, providing recommendations to the business as required.
  8. Drive process improvements and ad-hoc WFM projects.
  9. Ensure alignment between WFM initiatives and priorities, working with key stakeholders to deliver against KPI requirements.
  10. Collaborate with the onsite and remote WFM team to provide real-time playbook alignment for the business.
  11. Promote efficiency and other related metrics and initiatives.
  12. Act as an escalation point for resolving real-time support matters for the business.
  13. Oversee the execution of real-time plans, ensuring the onsite and remote team meets deliverables and deadlines.
Contact Centre WFM Analyst Qualifications
  1. Minimum 2 years' experience in a Planning or Forecasting WFM Role.
  2. Excellent communication and listening skills.
  3. Excellent knowledge of written and spoken English.
  4. Impeccable attention to detail.
  5. Exceptional people skills.
  6. Well-developed problem-solving and analytical skills.
  7. Ability to learn & manage multiple technical systems.
  8. Strong knowledge of Excel is necessary.
  9. Knowledge of Workforce management tools e.g. Shifttrack, Aspect.