JOB TITLE : Workforce Analyst
REPORTS TO : OMD Manager
1. JOB PURPOSE:
As a Workforce analyst, you will be responsible for managing schedules,
attendance, breaks, shifts ' forecasts.
2. JOB RESPONSIBILITIES:
* Creates and maintains 90/120/360 day forecast and capacity plan based on volume and subscriber trends.
* Uses the forecast as a guide to modify forecasts and staffing plans.
* Track and compare forecasted and actual center statistics.
* Establish and oversee the planning, forecasting, and scheduling processes to ensure all processes are meeting expected variance targets and to improve the accuracy of both short and long-term forecasting.
* Produce daily, weekly, and monthly internal and external reports, accurately and timely.
* Assist with projects and other duties as requested or assigned.
* Experience in Aspect EWFM or Genesys or IEX.
* Preparing required internal and external workforce reports to management such as intraday reporting, Staffing GAP analysis, Seating Capacity.
* Redistribute break slots according to the intraday forecast pattern.
* Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, Account Management
* Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
* Monitor attendance and schedule adherence.
* Communicate with management and operations team to ensure compliance with company standards.
3. COMPETENCIES:
3. SKILLS, EXPERIENCE AND REQUIREMENTS:
* Candidates should be qualified to University Degree level or its equivalent
* Good level in the English language (B1)
* Experience in the same position for at least 1 year is a must including using Aspect EWFM or Genesys or IEX
* Advanced skills in Excel & power query and intermediate Power BI
* Proactive approach, ability to multitask and successfully operate in a virtual team environment
* Adaptability to change and able to adjust priorities as needed
4.SYKES SECURITY:
5. SYKES ETHICS:
Job Responsibilities: * Engagement with Business Unit and Workforce Management Team in relation to call center performance and provide commentary on impacts and key driver * Compiles and distributes and analyzes daily, weekly, and monthly call center performance reports * Use workforce tracki…
## **Role purpose:** * Monitor and Control Vodafone UK Care in house operation performance on intraday level to ensure adherence and conformance of scheduled staff and takes necessary contingency action s in case of problems and resolves daily events related to queues performance and manage compa…
Job Title: Workforce Manager Reports to: Workforce Director Job responsibilities: * Manage a team of workforce specialist, * Provide clear guidance to the team and push for "proactivity" posture. * Owns the development and implementation of staffing and metric models, reporting and analysis. …
Main responsibilities * Ensure the professional development of each of the workforce analysts and specialists. * Willing to be "in the game" with the team * leading by example. * Build relationships with the departments leaders specifically the manager, supervisor and team leads. * Drive …
Main Job Responsibilities: * Serve as the primary point of contact on workforce management policies * Serve as subject-matter expert on workforce optimization issues * Ensure service level targets are met; maintain the right headcount, and calculate call capacity * Responsible for the maint…
Details Required Experience 2 Department Flight Hub Career LevelTrainer/Quailty Position Location Cairo Skills Excel Excellent English Requirements and responsibilities need to get with the salary: 12,383.19 + 2400 KPIs
**People Services Workforce & Talent Acquisition Admin Specialist** **,** **MEA** **** **(Grade C)** Do you have expertise in, and passion for, Human Resources? Would you like to apply your expertise to impact the lives of patients in a company that follows the science and turns ideas into life cha…
Details Required Experience 3 years Department Customer Operations Career LevelSenior Position Location Cairo Skills Analytical Skills English Requirements and responsibilities # **The Workforce Management Analyst is responsible for managing all WFM tasks, including: analyzing center and agent his…
## **Role Purpose :** Responsible for Vodafone Global Enterprise operational reporting and analysis. Workforce analysts perform various functions, including overseeing all aspects of workforce optimization such as planning, creating, and communicating forecasts and schedules with the goal of e…
**Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lea…