We are looking for persons to join our itelbpo Smart Solutions Family asa Workforce Management Analyst!
Are you highly analytical and have a keen eye for details?
Are you able to work on your own initiative?
Do you respond positively to pressure?
Responsibilities
Provide recommendations for staffing adjustments and reassignments
Manage the distribution of call volume and workloads for all work streams
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
Process schedule trade requests for posted schedules
Communicate with management and operations team to ensure compliance with company standards
Reconcile attendance with employee timesheets against schedule and time in/time out reporting
Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
Meet and exceeds operational and business needs with the goal of providing exceptional service while optimizing revenue and productivity in a cost effective environment
Experience Required
1-3 years experience in a similar role with at least 1 year experience in call center environment
Prior knowledge of CMS, RTA, WFM software and call routing systems
Proficient in Microsoft Office particularly with Access and Excel with knowledge of Excel formulas for creating and updating spreadsheets
FUNdamental Skills
Bachelors degree in Actuarial Science is an asset
Excellent written and verbal communication skills
Excellent problem analysis and problem-solving skills
Strong organizational and multitasking skills
Strong problems solving skills with the ability to proactively identify and prevent potential problems.
#FunBeginsHere
