Workforce Management Reporting Analyst

The Workforce Management Reporting Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management and reporting with the purpose of optimizing resources to achieve business objectives.

Contax360 BPO Solutions Inc, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization;  seeks experienced, qualified and professional individual to join our team.

Now hiring for the following position for Montego Bay or Kingston:

WORKFORCE MANAGEMENT REPORTING ANALYST

Job Summary:

The Workforce Management Reporting Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management and reporting with the purpose of optimizing resources to achieve business objectives.

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. 

Specific Duties:

• Manage intraday staffing levels to meet forecast requirement and communicate identified risks to management and other analysts.
• Monitor real-time ACD agent work state and adherence alerts.
• Liaise with external clients’ WFM and operations team through various media.
• Serve as first point of contact and liaison with IT support to quickly escalate and resolve system issues and minimize downtime.
• Manage call routing to increase service levels and agent utilization and approve discretionary activities to increase occupancy.
• Track, analyze and report centre and agents performance with reports showing performance by intervals, days, weeks, months, year and agent, teams, skills, centre.
• Participate in scheduled staffing review meetings with management and forecast/ schedule analysts detailing previous and current week’s performance and forecasted performance for the remainder of the week, while identifying risks.
• Manage employee information changes in database records and WFM software.
• Provide analytical support for special projects along with daily needs of the operation by generating and creating reports.
• Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
• Use data opbtained through various means to make relevant operational recommendations.
• Perform other duties as assigned.

Required Qualifications:

• College level education in Data Analysis, Statistics, Finance, Actuarial Science, Programming, Database are preferable however demonstrable experience will be accepted.

Required Experience:

• Minimum 2 years knowledge and experience with workforce scheduling tools and staffing models including the use of MS Excel for adhoc reporting and scheduling predictions; data and trend analysis; graphing and data presentation.
• Experience using Tableau or similar tool is a plus.

Required Competencies:

• Advanced proficiency in the use of Microsoft Excel
• Good supervisory and motivational skills
• Excellent teamwork and interpersonal skills
• Strong mathematical background
• Strong analytical and problem solving skills.
• Ability to work under pressure and without constant supervision
• Excellent oral and written communication skills
• Ability to work on own initiative
• Ability to demonstrate tact, confidentiality and professionalism in the execution of duties.

All applicants must have a valid Government issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.

Only shortlisted candidates will be contacted.