Forecast Process Specialist

Há 7 dias

Osasco, Brasil beBeeWorkforce Tempo inteiro R$20.000 - R$35.000
About the Role

The Operations Excellence Specialist will work with a centralized, global team to focus on process improvement across a network of centers.

This is an opportunity to build and refine workforce management processes from the ground up, analyzing historical data and creating reporting solutions.

The Workforce Management organization offers many exciting career opportunities around the world, providing analysis and expertise to improve service levels and efficiency.

Key Responsibilities
  • Completes core work and processes for operational excellence.
  • Performs analysis on historical contact volume and AHT data to ensure emerging trends are captured.
  • Creates and refines reporting solutions.
  • Manages messaging and back office queues.
  • Performs project and process audits to ensure consistency within the region.
  • Completes agreed processes to ensure service delivery.
  • Provides analysis to improve service levels and efficiency.
  • Modifies and enhances existing reports based on evolving business requirements.
  • Basic project and stakeholder management.
Required Skills and Qualifications
  • Experience in Business Analytics, Workforce Planning, Forecasting, etc.
  • Experience with Google Sheets/Excel and preferably SQL, plenty of experience working with data.
  • Exceptional written and verbal communication and organizational skills.
  • Collaborator within your team, as well as externally; you are a big thinker and never view problems as microscopic, but rather take a step back to make decisions that benefit the organization.
  • You are a resourceful go-getter, always willing to take initiative and address challenges hands-on, persevering when others give up.
  • Optimistic leadership: you are passionate about making a positive impact. You realize the vital role that staffing plays in cultivating positive experiences.
  • Bachelor's degree.
  • Experience with WFM software (Verint, IEX, Aspect, etc.).
  • Tableau knowledge.
  • Ability to work in a high-growth environment.
Benefits

As a member of our global Workforce Management team, you'll have access to a wide range of benefits, including:

  • Opportunities for professional growth and development.
  • A dynamic and collaborative work environment.
  • Competitive compensation and benefits package.

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