Overview

We are looking for an exceptional Workforce Management (WFM) Analyst who is passionate about their work, understands how to manage multiple channels across a network of support centers, and who has the ability and drive to contribute fresh and innovative ideas to the Technical Support Organization. The ideal candidate will possess experience in typical workforce management disciplines with a focus on maximizing support center efficiency and performance through effective scheduling of resources and offline activity.

Responsibilities:


- Develop monthly, weekly, daily and interval level forecasting of inbound/outbound contact volumes, handle times and staffing requirements based on historical contact trends and business growth objectives and maintain a record of the accuracy at all levels
- Create weekly interval view of staffing requirements against actual staffing to Identify any potential service level risk and seek for possible resolution
- Oversee and maintain the workforce management platforms utilized for forecasting and scheduling Coordinate with multiple site locations to balance contact volumes and staffing needs in real time to ensure service levels are maintained Maintain events calendar, tactical staffing plan and outage system and ensures that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner Provide clear and effective communication of the forecasted workload, changes, assumptions, and inputs to leadership teams Understand, formulate, incorporate and plan workload based upon key drivers of volume analysis, and data Lead in the effort of building staffing strategies that support multi-site, multi-skilled support centers Identify and recommend process improvement opportunities to improve productivity, performance and customer satisfaction Working hours: from 3pm to 12am , from 6pm to 3am and from 9:30pm to 6:30am

Required Qualifications:


- Bachelor's degree or 2+ years of experience in contact/support centers
- Willingness to learn multiple softwares to support this role
- Advanced skills using Microsoft Excel in a business environment
- Ability to prioritize and meet tight deadlines, able to multitask
- Strong communications skills, attention to details, proactive self-start
- Analytical and solid communications skills are essential to be successful in this role
- Analytical with attention to detail
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
- Proven ability to build relationships quickly
- Knowledge of any Project Management methodologies or Six-Sigma / Lean would be a plus