Simply Contact is looking for WFM Analyst (Scheduling & Planning) to join a team of professionals on a full-time basis!
- Higher Education
- Typically 2−5 Years experience with any WFM Tool, Forecasting, Capacity planning or Operations Planning
- Experience in Verint/IEX/Aspect/Blue Pumpkin or other Enterprise simulation & Scheduling tool is needed.
- Good written and spoken English
Roles & Responsibilities:
- Ability to run long, medium and short-range forecasts based on different forecasting models
- Basic understanding of planning and staffing mechanism, works on short range forecast to arrive at different scheduling models
- Advanced understanding of planning and staffing mechanism in a contact center
- Clear understanding of industry standard forecasting, scheduling and planning processes with working knowledge of designing enterprise level scheduling models and scenarios
- Ability to track and project shrinkages as they happen within the Verint Tool (Intraday, daily, weekly monthly and other shrinkages)
- Conducts and summarizes complex data and business analyses to develop forecasting and capacity plans with, including revenue and demand projections and workforce optimization
- Use output from Verint solution to constructs statistical and financial models with minimal direction to forecast business performance
- Defines metrics required to measure business performance, and compares actual data to forecasted numbers
- Be able to track and project resource through put for effective staff management
- Effectively coordinate with recruitment/training for resource planning
- Full understanding real time activities and it’s feedback to adjust revenue business model.
- Regulates real time call volume in a multi-skill, multi-site call center environment.
Compensations & Benefits:
- Competitive salary
- Professional and friendly team
- Convenient office location
- Comfortable workplace
- Flexible work schedule
- Paid Vacation, Sick Days, etc.
We are waiting for your CV with salary level on our e-mail: [отправить резюме]