Job Information

Job Description:

Here’s how you’ll be contributing to the WFM team:

  • Create and optimise capacity planning, so that our customers get support within defined service-level agreements
  • Create complex analytical and performance reports. Help support teams engage with data to improve key Operations metrics
  • Proactively contribute to, create and own changes to operating models both in Operations and Workforce Management teams, helping us improve efficiency
  • Conduct ad hoc scenario simulations and sensitivity analysis to ensure optimal resource allocation
  • Administer Workforce Management tools, making sure all inputs are up to date with the business needs
  • Create basic data automations to improve efficiency of Workforce Management processes


About you: 

  • You’ve at least 2 years of experience in Workforce Management Planning, Revenue Management, Data Analytics, Business Analytics, FP&A or in a similar role
  • You’ve experience with Workforce Management tools, metrics and processes
  • You’ve a proven track record in dealing with large volumes of data and creating actionable insights
  • You’re familiar with forecasting techniques
  • You’re an advanced spreadsheets user (including knowledge of VBA or Google Apps Script)
  • You’ve experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and turning complex data into an easy to follow story
  • You’re a self-starter who is comfortable working autonomously.

Some extra skills that would be great:

  • You’re familiar with Python or any other scripting language.
  • You’ve strong SQL skills (including window functions, CTEs).
  • You’ve knowledge of contact-centre metrics and operating models.


Experience Level: Senior
Work From: Onsite

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