Job Title: Contact Centre WFM Analyst
VikingCloud provides end-to-end security and compliance solutions to businesses worldwide. Our award-winning platform secures networks, maintains compliance, and processes billions of security events daily.
Responsibilities
* Deliver across all customer KPIs and internal contact centre drivers.
* Manage stakeholder needs while balancing business requirements.
* Redesign schedules and training plans to meet changing business needs.
* React quickly to trends and gather feedback.
* Produce volume forecasts for multi-function operations on a daily, weekly, monthly, and annual basis.
* Identify data inconsistencies and resolve with partner teams.
* Analyse productivity, occupancy, service levels, call volume, schedule efficiency, and staff trends.
* Drive process improvements and ad-hoc WFM projects.
* Align WFM initiatives and priorities with key stakeholders.
* Provide real-time playbook alignment for the onsite and remote WFM team.
* Improve efficiency and related metrics.
* Escalate and resolve real-time support matters.
* Manage execution of real-time plans and ensure delivery deadlines are met.
Qualifications
* Minimum 2 years' experience in Planning or Forecasting WFM roles.
* Excellent communication and listening skills.
* Strong English language skills.
* Attention to detail.
* Exceptional people skills.
* Well-developed problem-solving and analytical skills.
* Ability to learn and manage multiple technical systems.
* Strong Excel skills.
* Familiarity with Workforce management tools, such as Shifttrack and Aspect.