Workforce Analyst

We are looking for an experienced Scheduling Analyst with strong multi partner scheduling skills and experience. The role is crucial for the successful execution of community support operations. Primary responsibility includes producing resource requirements levels for various business units, segments and tiers.

The candidate is required to effectively integrate into an existing team and take up the role of producing and managing scheduling requirements for multiple partners over multiple tiers and channels.

Responsibilities

• Partner with stakeholder teams within CS to ensure WFP are providing the best possible requirements and management of partner resources to service our Community.
• Operate in a fast-paced and dynamic environment with both virtual and face-to-face interactions; communicating results and insights, and educating others through insightful visualisations, reports, and presentations adapted for both technical and non-technical audiences
• Provide analysis and recommendations to improve staffing levels and efficiency
• Understand reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
• Manage, build and track/report schedule demand for multiple partner sites with multiple channels and languages across a shared queue environment
• Analyse and report historical data, trends and performance data to identify opportunities to operate more effectively and efficiently
• Effectively communicate across the broader team and our outsource partners, including preparing performance reporting and the delivery of them at WBR/MBR and QBR’s.

Requirements

• 3+ Years in a similar role with relevant experience
• Previous experience with WFM tools, with NICE WFM preferred
• Well-developed problem-solving and analytical skills with attention to detail
• Ability to effectively communicate complex information clearly to a non WFM/technical audience Experience with SQL or similar a bonus
• Ability to learn & manage multiple technical systems
• Ability to process large amounts of complex raw data and present in a comprehensible fashion
• Self-motivated and must excel in a minimally managed high-profile position
• Previous experience with ACD reporting and administration experience desired
• Effective communicator and relationship builder
• Able to travel to other offices nationally and internationally on occasion
• Solid knowledge of Excel and Google Docs.

Please click the link below to apply, or alternatively send an up-to-date CV to howie.leahy@peglobal.net

***Please note our client cannot assist with any visa sponsorship and candidates must have the correct visa to live and work in Ireland***