Workforce Management Analyst

Workforce Management Analyst POSITION SUMMARY This role is tasked with the strategic management of both short-term and long-term forecasting, focusing on production, call volumes, and staffing requirements.Also this specialist should have data analysis advanced skills and be able to build executive dashboards using Excel and Power BI.The objective is to optimize resources and maintain staffing at levels conducive to achieving targeted service standards.Furthermore, this position entails the development and execution of a long-term strategic plan, encompassing multiple BUs.A key aspect of this role involves engagement in any processes impacting staffing and productivity and deep knowledge in WFM tasks and processes.KEY RESPONSIBILITIES: Develop and implement comprehensive workforce plans that align with the company's long-term strategic goals.Analyze workforce trends, predict future staffing needs, and devise strategies to ensure a balanced and skilled workforce.Develop and monitor WFM KPIs to assess the effectiveness of workforce planning strategies.Adjust plans as necessary to meet business objectives ensuring cost-effective strategies and alignment with financial constraints.Utilize data analytics to build executive dashboards.Give strategical data visibility to Central, Regional and local teams.Provide strategic insights and recommendations for internal stakeholders and operations.Identify and mitigate risks associated with workforce planning, including compliance with labor laws and regulations.Regularly report on workforce metrics and planning outcomes to senior management, providing insights and recommendations for continuous improvement.Manage the day to day operations of the department: Harness complex global workforce data, ensuring accuracy, consistency, and accessibility.Your work will inform critical business decisions.Design and implement executive dashboards (Excel and PBI) that provide actionable insights, blending aesthetics with functionality.Your creations will guide leadership in strategic planning and operational adjustments.Develop and maintain performance and analysis reports highlighting department results, trends and observations on opportunities for improvement to provide to management.Leads resource planning meetings with management and other business partners to understand upcoming company initiatives, business forecasts, and risks to ensure the supported business units are prepared to meet future demands.Analyze trends, patterns, and anomalies in workforce data.Your insights will shape workforce strategies, highlighting opportunities for improvement and growth.Monitor efficiency and prepare reports / presentations with important highlights and suggested action plans to keep results within the targets (SLA, AHT, ASA, Shrinkage, etc).Work closely with cross-functional teams to identify data needs, integrate systems, and refine reporting mechanisms.Your role is central to fostering a data-driven culture Continually seek ways to improve data visualization and reporting techniques.Your forward-thinking approach will keep our strategies ahead of the curve.QUALIFICATIONS AND EDUCATION REQUIREMENTS: High School Diploma or Equivalent, strong expertise in workforce management capacity within a contact centre.Advanced English.Demonstrated success in establishing and driving service excellence.Proficiency using Business Intelligence tools (i.e. Cognos, Business Objects, Qlikview, PBI, MicroStrategy, Celonis) and exposure to source system query engines (i.e. SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or any other related WFM tool) required.Experience with Visual Basic and SASS preferred but not required.Advanced PowerPoint, PBI and Excel skills.Demonstrated ability to build strong relationships at all levels of the organization.Knowledge in Erlang, Forecasting methodologies, WFM KPIs (SLA, AHT, ASA, Offered Calls, Forecast Accuracy, etc. ***** | Finance