深圳招聘

The Workforce Analyst role exists to optimize the availability of staff to customers' needs through the utilization of Forecasts, Scheduling, Schedule Adherence and Real Time adjustments to meet current and short term projected demand. For the APAC region this role will initially concentrate on the Real Time management function and reporting on the same.
Workforce Analyst are responsible for assisting management with business unit productivity goals by providing accurate short term forecasting, staff calculations, staff schedules and management reports. This position will also assist management in monitoring adherence, staffing activity and updating the system as needed.Workforce analyst continuously partner with Operations to meet service demands across all channels of customer contact, prepare reports (daily, weekly, monthly), perform productivity analysis, and evaluate new processes in relationship to workforce productivity in relationship to the Customer Experience. Workforce Analyst also assists with evaluating and identifying inefficiencies within production areas; and design and implement innovative improvements.
As a Workforce Analyst you will also participate in department projects and initiatives as needed. At times also be expected to lead the Workforce Analyst team and provide direction for members of the operations team. Often times you will be responsible for attending con calls representing the local team and operations with regional partners.

Responsibilities:
1.Ensuring Accessibility - achieving Service Level goals
?Continually monitor and improve the forecasting and scheduling predictions across all contact channels.
?Studies and analyzes demand trend data on an ongoing basis for all operational areas. Uses information to provide reports, recommendations and, at times, acts upon findings for operations such as:
oMeetings management
oTime-off requests
oShrinkage - unplanned absences
oShift Analyses

?Monitors real-time queue and adherence reports to ensure service level and response time objectives are met; oversee and execute real-time escalation plans.
?Develops special forecasts for all operational areas to assist in developing staffing plans for special projects and pilot programs, as well as ongoing planning.
?Ensures maximum utilization of existing technologies to support efficient traffic distribution and use of staff.
?Analyze drivers of significant forecast misses to continuously improve forecasting.
2.Agent Schedules, Reports and Training
?Ensures daily and future work schedules are communicated to staff
?Provides historical adherence reports to management
?Updates and distributes daily reporting metrics.
?Assists in the development and delivery of ongoing training and operating procedures to management and staff regarding the impact of workforce management on respective business units.

3.Relationships
?Maintains contact with vendors to ensure accurate and up to date agent assignments and definitions
?Maintains contact with business unit management
?Proactively communicates to all departments

4.Performs other tasks and projects as assigned such as participating in wider customer service projects and initiatives
Qualifications:
?Bachelor's degree or equivalent experience
?Teamwork & Communication:
oWorks well in a fast paced, quick turnaround environment
oAbility to exercise independent judgment in problem solving
oStrong communication and presentation skills - written and oral
oAbility to operate individually and with minimal supervision
?Analytical:
oAbility to gather and analyze statistical data and generate reports
oAbility to work under pressure, be forward thinking and proactively suggest creative solutions to overcome obstacles

?Reporting:
oKnowledge of reporting methodology, principles and procedures
oAbility to design/generate and implement systems necessary to collect, maintain, and analyze data
omotivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same
oKnowledgeable of Office applications (MS PowerPoint, MS Excel, Word, Outlook)
Additional desired Skills and Abilities
?Relational Database management experience
?Understanding of Process Improvement methodologies such as Lean Six Sigma, Kaizen, etc.
?Reporting experience
?Advanced skills in MS Excel

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