• As an experienced Analyst, you will apply your deep expertise in business intelligence and advanced analytical skills to identify opportunities to leverage data and drive business value.

Main Responsibilities

• Creation & management of schedules for different projects to ensure that we have the right resources at the right times for optimal delivery of customer experience
• Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence
• Coordinate with outsourced sites on SL management and keep the WFM team updated
• Work on real-time tickets related to schedule change request, non-production request and associate GACD profile change needs
• Ensure that scheduling parameters are in line with business requirements, statutory obligations and individual schedule requirements
• Prepare and communicate daily handoff report to WFM leadership team on SL performance
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, initiate appropriate tactics to ensure service levels achievement
• Serve as primary interface between WFM and Operations leadership to establish and strengthen a positive partnership

Your Profile

• Previous experience in an international BPO environment, with ability to coordinate multiple projects’ data simultaneously
• Direct experience as a workforce management RTA for min. 2 years is mandatory
• Can do attitude and ability to deliver results in a fast-paced environment, with minimum supervision
• Proven expertise knowledge with Aspect and/or IEX
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse, multi-cultural environment
• Ability to adapt to change and maintain composure in critical situations, communicate clearly with both internal and external stakeholders
• High degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
• Qualifications in statistics, mathematics, computer science or another quantitative field are an advantage
• Advanced Excel skills, demonstrable experience building RTA tools or models in excel or other platforms
• An understanding in systems such as 5/9, Zendesk and Assembled
• Fluent in English