Wfm Analyst

3 semanas atrás

Sao Paulo, Brasil Allianz Partners Brasil Tempo inteiro

Monitor call volume of inbound call traffic and distribute calls based on staff availability. Produce schedules that meet business needs. Ensure customer service needs are met by coordinating and adjusting call volumes in a timely manner. Provide recommendations on how to improve utilization of resources. Create reports that will be used for capacity planning within the call centre. Co-ordinate with other departments when outages occur and calls must be redirected.**Responsabilidades e atribuições**- Monitor call volume of inbound call traffic and distribute calls based on staff availability;- Ensure customer service needs are met by coordinating and adjusting call volumes in a timely manner;- Produce minimum 12 weeks mid-term outlook plans and present to management with hiring recommendations for the business unit;- Monitor and control HR roster file for staffing plan;- Produce and publish minimum of 52 weeks of the operational schedules;- Coordinate with local WFM (Spain) the shift allocation;- Provide recommendations on how to improve utilization of resources;- Create, utilize and analyze various daily, weekly, monthly and ad hoc reports that will be used for various purposes. Provide recommendations based on analysis;- Provide daily reports with WFM Metrics for payroll and performance management purposes;- Co-ordinate with other departments when outages occur and calls must be redirected;- Collaborate with department Leaders to develop and optimize associate schedules showing breaks, lunches, meetings, training, after call work, and paid time off based on service levels and other department requirements;- Analyze all schedule change requests, incorporating alterations into the schedule and generate revised schedules;- Report up-coming staffing requirements to appropriate business Leader based on forecasting and historical data;- Participate in various meetings and projects, as needed.**Requisitos e qualificações**Job requirements**- Post-secondary education coupled with a minimum of 2 years’ experience in a contact centre environment is required;- Understanding of the contact centre’s staffing availability, call volumes and overall business model is required;- Advanced level skills in using MS Excel;- Previous experience utilizing workforce management software preferred;- Language required: Spanish/English is a plus.

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