Workforce Analyst

The Workforce Management Reporting Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management and reporting with the purpose of optimizing resources to achieve business objectives.

Contax360 BPO Solutions Inc, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization;  seeks experienced, qualified and professional individual to join our team.

Now hiring for the following position for Montego Bay:

WORKFORCE MANAGEMENT REPORTING ANALYST

JOB OBJECTIVE

The Workforce Analyst is responsible for managing intraday/ real time management processes in support of operations to achieve business service level objectives and maximizing efficiency and occupancy.  Also required to prepare analytical reports on the center’s and agents’ performance.
 

KEY FUNCTIONS AND DUTIES

• Manage intraday staffing levels to meet forecast requirement and communicate identified risks to management and other analysts.
• Monitor real-time ACD agent work state and adherence alerts.
• Liaise with external clients’ WFM and operations team through various media.
• Serve as first point of contact and liaison with IT support to quickly escalate and resolve system issues and minimize downtime.
• Administration of call-in line and communicate agent call-ins to support teams in real time.
• Manage call routing to increase service levels and agent utilization and approve discretionary activities to increase occupancy.
• Track, analyze and report centre and agents performance with reports showing performance by intervals, days, weeks, months, year and agent, teams, skills, centre.
• Fill overtime and under-time availability.
• Participate in scheduled staffing review meetings with management and forecast/ schedule analysts detailing previous and current week’s performance and forecasted performance for the remainder of the week, while identifying risks.
• Manage employee information changes in database records and WFM software.
• Manage proactive approval and denial of discretionary activities; vacation, training, meetings.
• Propose changes when current forecasts have consistent high levels of deviation from actual.
• Prepare payroll data for processing.
• Oversee proper use and deployment of fixed assets on production floor and maintain inventory that is reviewed daily.
• Perform other duties as assigned.

JOB SPECIFICATION / COMPETENCIES

Required Qualifications:
 

• • Bachelor’s Degree in Mathematics, Business Studies/Administration or related field (preferred)
  • or
  • Secondary Level Education with demonstrated experience.

Required Experience:
 

• • Minimum 2 years knowledge and experience with workforce scheduling tools and staffing models including MS excel spreadsheet, scheduling predictions; data and trend analysis; graphing and data presentation.

Required Competencies:
 

• • Proficiency in the use of computer software applications including Microsoft Word, Excel and PowerPoint
  • Good supervisory and motivational skills
  • Excellent teamwork and interpersonal skills
  • Strong mathematical background
  • Strong analytical and problem solving skills.
  • Ability to work under pressure and without constant supervision
  • Excellent oral and written communication skills
  • Ability to work on own initiative
  • Ability at planning and coordinating activities
  • Ability to demonstrate tact, confidentiality and professionalism in the execution of duties

Special Conditions Associated with the Job:
 

• • Required to work various hours / days (including weekends and public holidays) as required to handle job activities and responsibilities

All applicants must have a valid Government issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.

Only shortlisted candidates will be contacted.