The Workforce Management Analyst will support the maintaining and creating of strategic long term staffing plans. The Analyst will analyze reports and data that help to interpret what is occurring in the operational environments of the contact centers and to make recommendations for improving the quality of service delivery that enhances the customer experience. The Analyst is responsible for the design, development, and publication of management reports and for the accuracy of the data. The Analyst will also support and assist with any quality related activities as assigned. This position will manage assigned programs to ensure that stated objectives are met and that the program continues to support the mission of the organization. Expected to be a strong team player who can build both internal and external relationships, cooperate with internal business units and work at all levels of the organization to meet business units and organizational objectives.
Essential Functions and Responsibilities
•Forecast call projections and staffing requirements coordinating closely with the business to understand all factors.
•Adjust forecasting and planning models based on business needs and frequently updated information.
•Maintaining staffing models including FTE requirements and schedule needs for each line of business factoring in appropriate shrinkage and productivity assumptions.
•Responsible for performing and overseeing critical and complex analysis of operational data to identify past trends and forecast future trends across key metrics.
•Prepare presentations/graphs based on results of utilization analysis
•Four year BA/BS degree in business or related discipline required
•Minimum 4 years of overall experience
•Excellent communication skills (both written and oral) as well as interpersonal and relationship building skills. Preferably with experience in multinational company in a multi-cultural setting.
•Excellent analytical skills: ability to collect data, identify and analyze trends and present strategic recommendations in a clear and logical manner
•Experience in managing complex, cross-functional project and presenting the results to executive level management
•Ability to conduct tasks while maintaining internal and external confidentiality
•Ability to multitask and be involved in varying projects with differing levels of responsibility
•Ability to travel as needed
•Proficiencies in Microsoft Office products such as Word, Excel, Office
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents.
We are 31,000 customer experience specialists at 54 contact centers across 23 countries, delivering services in 33 languages to over 400 international brands in various industry verticals. Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our business operations.
In our business, people make all the difference. We pride ourselves on our ability to recruit, motivate and retain the right people to help grow your business, and we relentlessly focus on refining coaching, training methods, and analytical tools.