WFM Analyst
5CA- full_time
- Posted : 4 years ago
Impact
You will make sure that the required staffing matches the expected workload as closely as possible by utilizing your skills in data analysis. You will develop and implement a Way Of Work for WFM that ultimately results in greater customer satisfaction.
Your job
You will develop and implement (new) processes, procedures, policies, standards, and ways of working within the WFM department. You make sure these developments and improvements are in line with the latest industry standards, while taking into account 5CA’s needs and demands. Using existing data you will predict workload, plan capacity, adjust daily, and record procedures. You will support the daily business with system migrations/system setup and large improvement projects. You will create, document, and deploy a new standard way of working. You will report into the Workforce Manager.
Responsibilities:
- Assist the sales department with RFP calculations
- Organize & coordinate training for all WFM staff
- Be actively involved in WFM innovation
- Maintain & update documentation
This is you
- You have a Bachelor’s degree (preferably in business administration / business information)
- You have analytical, project, and change management skills, as well as organizational sensitivity
- You have insight into callcenter tools, as well as with a WFM tool (i.e. Verint, Injixo)
- You have preferably knowledge of COPC and Lean Six Sigma Skills
- An organisation in hyper-growth with an international, inclusive company culture
- A talented and engaged workforce, working from home across the globe
- An appropiate salary based on market standards and flexible working hours
- Continuous learning and plenty of opportunities for growth within your field of expertise
5CA offers
- An organisation in hyper-growth with an international, inclusive company culture
- A talented and engaged workforce, working from home across the globe
- An appropiate salary based on market standards and flexible working hours
- Continuous learning and plenty of opportunities for growth within your field of expertise
About us
5CA provides people around the globe with outstanding customer support. We use their preferred channel, in their own language, at the time that is most convenient to them. We love hiring and working with geeks: people who are enthusiastic and engaged with gaming, tech, and digital topics. It is our successful Work From Home program that allows us to attract similarly minded and highly talented people, without being limited by geography. We’re passionate in what we do, deliver a great customer experience. And most of all we’re passionate about who we work with!
Skills
- WFM
- Verint
- COPC
