Workforce Analyst 68 views

We are currently looking for a Worforce Management Analyst for our Customer Service Department. Key responsibilities will include attendance and scheduling functions.

RESPONSIBILITIES

  • Prepares intraday reports on staff attendance.
  • Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
  • Manages changes to scheduling to ensure adequate daily resource coverage.
  • Communicate with management and operations team to ensure compliance with company standards.
  • Maintain running report of attendance incidents.
  • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
  • Monitor attendance and schedule adherence.
  • Processes schedule trade requests for posted schedules
  • Processes management requests for modifications of scheduling events (meetings/training, etc.).
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
  • Provides analytical support for special projects and departments.
  • Communicates and works with staff members, management, Human Resources, and Accounting.
  • Performs any other related duties as required or assigned.

Requirements

  • High level of English
  • Fluency in any other European language will be a plus
  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Demonstrated strong analytical skills, with emphasis on forecasting.
  • Advanced User of Microsoft Excel
  • Ability and willingness to learn new software applications.
  • Skills in complex problem solving, judgment, critical thinking and decision making.
  • Ability to be highly organized with an emphasis on accuracy and timeliness.
  • Ability to organize information and have attention to detail and accurately follow procedures.
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.

Benefits

  • Full time position, 39h per week.
  • Salary: 15684€ gross/year
  • Established career path to grow within the project
  • Bi-weekly, monthly or quarterly contests
  • Employment with the world’s largest provider of contact center services
  • Excellent work environment, great colleagues, social arrangements and personal development
  • Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team

More Information

  • Country Sierra Leone
  • Language(s) English
  • Level of Experience Junior
  • This job has expired!
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Company Information
  • Street & Number Moll de Barcelona 26
  • Zip Code 08039
  • Country Spain
  • Phone Number 902 14 61 46
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