HR Analyst

Key Responsabilities

Develop, administer and maintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing elements

Report, analyse and execute against opportunities identified from historical data analysis

Analyze trends and provide input on improving metrics including service levels, adherence, forecast versus actual variances, review times and occupancy.

Delivery of team schedules based on this analysis

Optimising breaks times and reallocating resources to extract the best possible result against the KPI's of the business.

Schedule Administration within the Verint Platform

Be an advocate and ambassador for WFM enablement of operational excellence.

What you bring

Minimum 2 years of experience working in forecasting related disciplines both in front-office and back-office contact center environment

Experience gathering unstructured data to produce insights and reporting using Excel

Experience with WFM systems and forecasting/resourcing methodology

In-depth knowledge and experience of providing accurate forecast models

Strong understanding of Verint system

Ability to work in a fast paced and pressurised environment

Problem solving and analytical experience

Customer service oriented

Flexible and cooperative mindset

Comfortable working as part of a team as well as on its own

Expert in MS Excel