Engagement Centre Customer Wfm/bi - Monterrey, México - British American Tobacco

British American Tobacco

Empresa verificada

Monterrey, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

ROLE PROFILE

JOB TITLE:
Workforce Management Analyst

EXTERNAL

JOB TITLE:
Workforce Management Analyst OR WFM Analyst

CITY &

COUNTRY:
Monterrey, Mexico

ROLE SUMMARY

The engagement centre is fully dedicated to provide world class customer service to our consumers and distributors in the US. We provide multi-channel support and have the best team of people ready to assist them.

ACCOUNTABILITIES
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Provide ongoing operational analysis of engagement centre operations, advanced planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators:

Develop labour schedules to meet contact volumes and service levels:

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Utilise specialized software tools to manage and forecast staffing levels for engagement centres:

Analyse engagement centre performance history to determine optimum off production activities as well as shrinkage and occupancy goals:

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Monitors workforce management tools real time to maintain service level data:

Evaluates daily call trends:

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Works with management to ensure agent adherence and/or conformance to schedules:

Updates any daily schedule exception:

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Prepares time utilization, adherence/conformance, and weekly scheduling reports:

Creates reports utilized by the engagement centre for staffing/productivity measurements:

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Assists in creating schedules/scheduling scenarios utilizing workforce management technology:

Responsible for daily, weekly and monthly reports which highlight EC performance:

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Developing dashboards and creating reports and supporting users with them:

Process raw data, and present it to take business decisions:

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Conduct problem case analysis exercises to assist in root-cause analysis and drive optimization in operations results

EXPERIENCE, SKILLS, KNOWLEDGE

ESSENTIAL

Experience Required

Experience of contact centre best practices
Demonstrated organizational skills
C1 English level
Experience multitasking
Experience in handling raw data, analysing it and transforming it into relevant reports
Experience creating forecasts and schedules for large teams across different areas

Technical / Functional / Leadership Skills Required

Advanced use of Microsoft Office
Proven Experience in Excel including utilising formulas, creating pivot tables, use of VBA, Macros, Slicers, etc.
Strong knowledge of workforce management tools (CXOne, Oracle Cloud HCM, etc.) and the ability to maintain them
Strong functional analytical skills
Process analytical skills in a contact centre environment
Ability to create well organized, accurate and concise material and work documentation for organizational use
Ability to work independently
Ability to work in a fast paced environment with changing priorities
Programming or mathematical skills

Education / Qualifications / Certifications Required