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Workforce Management Scheduling Analyst

Ref: 75832

  • 34,000-36,000
  • 07 Oct 2021
  • Cork (Centre)
  • Permanent

Workforce Management Scheduling Analyst

Our client is a long-established leader in the business process outsourcing market with multiple clients in both the public and private sectors. They are currently recruiting for the permanent post of Workforce Management Scheduling Analyst at their offices in Cork. The successful candidate will have previous experience in a business process outsourcing work environment. The successful candidate will be responsible for the allocation of headcount across multiple lines of business, channels and functions and be expected to manage these and the relationships with Operations Team management. They will play an important part of a fast moving and high-profile team and be required to work closely with cross-functional teams to achieve the best results. The role will be combination of home and office working for the foreseeable.

Job Description/Responsibilities:

  • As an expert with Workforce Management tools, contribute to the administration of the Aspect WFM platform for one of the company's largest clients.
  • Partner with operations to generate and deploy schedules based on skill, and contact channel
  • Set up, manage, and maintain schedules for several internal teams
  • Manage, build and track/report schedule demand in our Aspect WFM system for use in building schedules.
  • Build and run scheduling scenarios and provide analysis of potential impacts of new lines of business, changes to SLA, routing, skilling etc.
  • Work closely with the broader Workforce Management (WFM) team to understand all aspects of capacity planning and forecasting
  • Track, analyze and report employee performance with reports from Amazon Connect, Aspect, and other tools
  • Analyze performance data to identify opportunities to operate more effectively and efficiently
  • Effectively communicate across the broader team and contribute to preparing performance reporting and the delivery of them at WBR/MBR and QBRs.

Requirements

  • Must have a minimum 3 years of experience in a contact center operation support role.
  • Experience with Aspect eWFM is a must.
  • Well-developed problem-solving and analytical skills with attention to detail
  • Ability to effectively communicate complex information clearly to a non-technical audience
  • Exposure to Amazon Connect is preferred.
  • Eagerness to learn & manage multiple technical systems
  • Ability to process large amounts of complex raw data and present in a comprehensible fashion
  • Self-motivated and driven, used to being in a fast-paced environment
  • Previous experience with ACD reporting and administration is a plus
  • Solid knowledge of Excel, and Microsoft Teams is a plus.
  • A dedicated team player and relationship builder
  • A pioneer. Somebody who does not wait for detailed prescriptive guidance, and can work independently

To apply to this opportunity send your latest CV via the portal required.

Remuneration Package - €36,000 + Benefits

To discuss this role further or other accountancy jobs please contact Tom Wilkinson on 021 2376300 or by email or click the apply button

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