Senior CWFM Analyst

Job description

Job Description

We are seeking an experienced Centralized Workforce Management Supervisor to manage and optimize our system to support global business operations. This position will collaborate with cross-functional teams to ensure efficient system operation and continuous improvement.

Key Responsibilities

• Manage the daily operations and maintenance of the global Workforce Management System, ensuring system stability and reliability.
• Forecast business volume for the next 3, 6, or 12 months, and plan staffing and scheduling based on the forecasted volume.
• Monitor staffing status in real-time and provide feedback to the operations team as needed.
• Provide daily/weekly/monthly variance analysis reports comparing forecasted vs. actual volumes and verify business volume.
• Establish personnel performance measurement standards using established guidelines, allocate targets, and track performance towards attainment.
• Collaborate with operations teams to forecast volume trends, staffing, and scheduling.
• Work with other departments to develop Key Performance Indicators (KPIs) for organizational results and efficiencies.
• Analyze business needs, develop system optimization plans, and drive implementation.
• Collect user feedback, conduct system performance analysis, and propose improvements.
• Participate in the design and testing of new features to ensure system functionality meets business needs.
• Develop and maintain system operation procedures and documentation.

Qualifications

• Full-time Bachelor’s degree or above.
• Minimum of 5 years of relevant work experience, with preference for management experience in a call center.
• Strong incoming volume forecasting ability and deep understanding of cyclical work preferred.
• Advanced MS Excel skills required; MS Access or other database and forecasting skills preferred.
• Solid knowledge of Erlang C formula and its application.
• Excellent communication skills, attention to detail, and ability to multitask.
• Excellent English communication skills, both spoken and written.
• Global project management experience is a plus.
• Familiarity with data analysis tools and technologies is a plus.