Workforce Management & Analytics Specialist – Contact Center Operations

THIS IS A LONG TERM CONTRACT POSITION WITH ONE OF THE LARGEST, GLOBAL, TECHNOLOGY LEADER .

We are looking for a Workforce Planning Analyst to join its Client Services team. This role is responsible for planning complex global workforce management scheduling and real time monitoring of customer inquiries through an incoming request queue. In addition, this key role is responsible for analyzing and leveraging historical trends and projections to make recommendations on resource allocations and proactively identifying service gaps. The resource will be required to collaborate with a variety of stakeholders internally and externally.

Our ideal candidate gathers, analyzes and manages the most critical information needed to successfully run a client support center by monitoring and refining our data and key performance indicators to meet our customer service level agreements. We are looking for a person with strong logical mindset, project management skills and an investigative approach to identify opportunities for improvement.

Minimum Qualifications :

• Strong analytical, mathematical and problem-solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to contact center performance
• Experience with Salesforce.com
• Ability to create, prepare and present reports accurately within the time frame specified.
• Extensive experience using Microsoft Excel, to include some advanced functions, such as pivot tables and graphs.
• Ability and willingness to work as necessary including after hours and weekends when needed.
• Excellent written and verbal English communication skills
• Experience working globally with multi-cultural and multi-skilled teams
• Ability to adapt in a fast pace environment
• High attention to detail and excellent analytical skills

Desirable Qualifications :

Responsibilities

Our large, Fortune Technology client is ranked as one of the best companies to work with, in the world. As a global leader in 3D design, engineering, and entertainment software, they foster progressive culture, creativity, and a flexible work environment. They use cutting-edge technologies to keep themselves ahead of the curve. Diversity in all aspects is respected. Integrity, experience, honesty, people, humanity, and passion for excellence are some other adjectives that define this global technology leader.