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Lead Analyst, CARE WFM Scheduling & Forecast

Date:  Jan 3, 2022
Location: 

Tunis, TN, 1053

Company:  Vista

Lead Analyst, CARE WFM Scheduling & Forecast - JD

 

 

The Lead analyses Contact Centre volume/forecast, performance/productivity and patterns to optimize staffing levels. Controls and improves the Forecast accuracy in collaboration with the involved departments, drives different Forecast scenarios and provides insights for optimized staffing recommendations. Familiar with a variety of analytical principles and tools. Relies on extensive experience and judgment to plan and accomplish goals. The Lead is responsible to ensure that strategic objectives are met in an efficient and cost-effective manner. Highly proactive in planning and communication.

 

Your role will include:

  • Analyze historical data and improves the Forecast data. Creates necessary forecast scenarios to optimize staffing recommendations.
  • Implement and drive scheduling automation world-wide over time.
  • Drive technical improvement projects largely off their own initiative.
  • Providing constant reviews and feedback on areas of potential risks and opportunities to identify these risk elements and take appropriate corrective and/or mitigation measures.
  • Implementing / recommending where appropriate best-practices across all WFM functional areas (Scheduling).
  • Overseeing the day to day operation and communication to ensure we are utilizing resources effectively. This encompasses the short/middle/long-range scheduling and capacity/budget planning.
  • Responsible for ensuring that SOP’s are current/improved and updated.
  • Communicating plans to Operations and mitigating plans if required.
  • Managing initiatives aligned to the Workforce Management Road Map.
  • Drives the quality and accuracy of reports delivered from the WFM team.
  • Acting as a mentor and coach, educating in Workforce Management, within and outside of the workforce management teams.
  • The timely and accurate escalation of business-critical impacting events to senior management. The rapid implementation of actions to mitigate such impacts, and preparation of procedures and strategies to guard against such occurrences in the future.
  • continually learning and challenging current processes by accessing external research.

 

Competencies

 

Communicating & Influencing

  • Strong relationship management skills, influencing and negotiating.
  • Communicating complex information in a way which is easy for others to understand
  • Stating well-argued cases emphasizing positive messages & benefits
  • Handling objections assertively, standing up for a position without being overly stubborn

People Leadership and Working with Others

  • Involving all relevant people in decisions & keeping them informed
  • Recognizing unspoken meanings behind people’s actions; being tactful and showing consideration for their views
  • Networking and actively building trusting relationships

 

Customer Focus

  • Seeking customer feedback; seeing things from their perspective
  • Working to exceed customer expectations
  • Supporting decisions that benefit customers & Vista

 

Delivering Results

  • Taking the initiative to tackle problems; stepping outside own role if necessary
  • Looking for ways to improve processes and learning from mistakes
  • Setting demanding targets & goals; putting in extra effort to exceed objectives

 

Problem Solving and Decision making

  • Uses a combination of experience, wisdom, logic and analysis to make sound, timely decisions and to solve problems
  • Probes appropriate sources for relevant information and answers to key questions; demonstrates persistence and skill in gathering information. Understands levels of inclusion necessary for ownership and effective action
  • Has solutions and suggestions that are effective and turn out to be correct and accurate when judged over time

 

In return you will bring

  • Strong analytical background (like SQL, data analytics, R/Python, advanced excel regarding pivots/power pivots, database design).
  • Ability to drive proactively global projects.
  • Familiar with forecasting and different forecasting modelling practices.
  • Highly developed analytical, problem recognition and decision-making skills.
  • Creative approach to problem solving and team collaboration.
  • Ability to align the strategy of what will work within the scheduling sphere, with the ongoing reality and demands of the department and business.
  • Understanding of the potential impact of change upon the Operation associated with initiatives such as new Product releases or Marketing campaigns.
  • High competency in influencing, presenting alternatives, resolving conflict and assessing and navigating through high-risk or crisis management situations resulting in win-win solutions.
  • Ability to motivate and inspire others to achieve challenging goals through leading by example & managing change
  • Superb interpersonal and communication skills.
  • Highly results oriented and comfortable in a fast paces high stress production environment.
  • Working knowledge of the principles of statistics normally acquired through college level courses or equivalent experience. 
  • Working knowledge of business, management, call center, and continuous improvement principles.
  • In depth knowledge and understanding of Workforce Management within a contact center environment.
  • In depth understanding of Long-Term Resource Planning, Budgeting and Scheduling Processes.
  • In-depth knowledge of contact center operational management & workforce management methodologies and principles.


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