Engagement Centre Customer Wfm/bi

hace 1 semana

Monterrey, México British American Tobacco A tiempo completo

**ROLE PROFILE**

**JOB TITLE: Workforce Management Analyst**

**EXTERNAL JOB TITLE: Workforce Management Analyst OR WFM Analyst***

**CITY & COUNTRY: Monterrey, Mexico**

**ROLE SUMMARY**

**The engagement centre is fully dedicated to provide world class customer service to our consumers and distributors in the US. We provide multi-channel support and have the best team of people ready to assist them.**

**ACCOUNTABILITIES**
- **Provide ongoing operational analysis of engagement centre operations, advanced planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators**:

- ** Develop labour schedules to meet contact volumes and service levels**:

- ** Utilise specialized software tools to manage and forecast staffing levels for engagement centres**:

- ** Analyse engagement centre performance history to determine optimum off production activities as well as shrinkage and occupancy goals**:

- ** Monitors workforce management tools real time to maintain service level data**:

- ** Evaluates daily call trends**:

- ** Works with management to ensure agent adherence and/or conformance to schedules**:

- ** Updates any daily schedule exception**:

- ** Prepares time utilization, adherence/conformance, and weekly scheduling reports**:

- ** Creates reports utilized by the engagement centre for staffing/productivity measurements**:

- ** Assists in creating schedules/scheduling scenarios utilizing workforce management technology**:

- ** Responsible for daily, weekly and monthly reports which highlight EC performance**:

- ** Developing dashboards and creating reports and supporting users with them**:

- ** Process raw data, and present it to take business decisions**:

- ** Conduct problem case analysis exercises to assist in root-cause analysis and drive optimization in operations results**

**EXPERIENCE, SKILLS, KNOWLEDGE**

**ESSENTIAL**

**Experience Required**
- Experience of contact centre best practices
- Demonstrated organizational skills
- C1 English level
- Experience multitasking
- Experience in handling raw data, analysing it and transforming it into relevant reports
- Experience creating forecasts and schedules for large teams across different areas

**Technical / Functional / Leadership Skills Required**
- Advanced use of Microsoft Office
- Proven Experience in Excel including utilising formulas, creating pivot tables, use of 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

**Education / Qualifications / Certifications Required**
- Bachelor’s degree in related field

**BENEFICIAL**
- Experience creating relational database queries

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