Senior Workforce Management Analyst

Job description

Ability to drive value generation through detailed estimating, accurate forecasting, and cost projection. Responsibilities include assisting the Head of Workforce Management in estimating, analyzing, and forecasting costs throughout the life cycle of the turnaround, and taking independent and appropriate action to resolve cost discrepancies and issues. Oversee the performance analysis of contact center data to provide insight into contact reasons for calls, chat, email, social media, etc. agent performance, forecast variances, KPI variances, cost per order, cost per incident, and other data relative to contact center performance.

Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy-to-understand actionable recommendations through a consulting mindset. Engage in overall COE strategy decision to develop and always aim to provide the best customer experience while continuing to drive maximum efficiency and cost-effectiveness.

Qualifications

DESIRED SKILLS

Proficiency in different Contact Center cost models. Detailed knowledge of how cost per order cost per incident, (AOV), GMV, savings are calculated. Skilled in creating a capacity model for chat, inbound/outbound call, and non-live services. High level of accuracy and attention to detail Comfortable in a fast-paced environment Ability to make decisions in time-sensitive situations Initiate automated support process. Excellent MS Excel, Google Sheet skills Skilled in SQL

EDUCATION

Must be a degree holder of any course.

EXPERIENCE

A minimum of 5+ years of experience as a Workforce Management Analyst and preferably in handling BPO business.