Job description:
Star Telecom is looking for a RTR/WFM Analyst with 5+ years of WFM/WFO experience to join our team. The Workforce Management Analyst will be accountable for implementation, integration, training and client recommendations as it relates to new WFM implementation and ongoing support for our clients on Genesys Cloud (PureCloud) platform.
Job Functions
- Responsible for requirements gathering, design and configuration of WFM and forecasting for new clients being set up on the Genesys PureCloud platform
- Analyze contact volume patterns by client, campaigns, contact group, queues and agents’ skill sets.
- Use the built-in Genesys PureCloud Forecasting models and tools to produce short, mid and long term Forecasts for staffing, budget and resources (workstations, phones and headsets) as required by each client
- Analyze the process around workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) to assist our clients in refining their own WFM practices
- Deliver weekly, monthly and quarterly insight based reports (WFM and Performance Indicators) to clients, including identifying areas for improvement
- Support the account team through the management of all new Workforce Management projects and initiatives
- Support client RTR team by providing training and ongoing support
- Train and coach the account management team and client resources as needed
- Implement processes and procedures to ensure consistency
- Participate in key Business Review presentations and client events
- Travel: As Required to meet the objectives of the role
You are the right fit for this job if you:
- Post-secondary degree in Mathematics, Business or Computer Sciences
- 3-5 years' experience in the Contact Centre industry with a minimum of 1-2 years' experience specific to Workforce Management and Performance Analytics
- Proven problem solving and decision making abilities
- Able to remain flexible and adaptable in a complex & changing work environment
- Able to manage multiple projects concurrently and multitask effectively
- Able to work in a fast-paced environment with multiple, changing priorities and tight deadlines
- Strong presentation and communications skills
