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Workforce Management Analyst
hace 2 meses
We are seeking a highly skilled Workforce Management Analyst to join our team at British American Tobacco. As a key member of our Engagement Centre, you will be responsible for providing operational analysis and insights to drive business growth and excellence.
Key Responsibilities- Develop and implement labour schedules to meet contact volumes and service levels
- Utilize specialized software tools to manage and forecast staffing levels for engagement centres
- Analyse engagement centre performance history to determine optimum off-production activities and shrinkage goals
- Monitor workforce management tools in real-time to maintain service level data
- Evaluate daily call trends and work with management to ensure agent adherence to schedules
- Prepare time utilization, adherence/conformance, and weekly scheduling reports
- Create reports utilized by the engagement centre for staffing/productivity measurements
- Assist in creating schedules/scheduling scenarios utilizing workforce management technology
- Responsible for daily, weekly, and monthly reports highlighting engagement centre performance
- Develop dashboards and create reports to support users
- Process raw data and present insights to inform business decisions
- Conduct problem case analysis exercises to drive optimization in operations results
- Experience of contact centre best practices
- Demonstrated organizational skills
- C1 English level
- Experience multitasking
- Experience handling raw data, analysing it, and transforming it into relevant reports
- Experience creating forecasts and schedules for large teams across different areas
- Advanced use of Microsoft Office
- Proven experience in Excel, including utilising formulas, creating pivot tables, and using VBA, Macros, Slicers, etc.
- Strong knowledge of workforce management tools (CXOne, Oracle Cloud HCM, etc.) and the ability to maintain them
- Strong functional analytical skills
- Process analytical skills in a contact centre environment
- Ability to create well-organized, accurate, and concise material and work documentation for organizational use
- Ability to work independently
- Ability to work in a fast-paced environment with changing priorities
- Programming or mathematical skills
- Bachelor's degree in a related field
