WFM & BI Analyst

Business Intelligence Jaipur, India


Description

Workforce Management & BI Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management 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 centre operations. The ability to create forecasting and scheduling to that forecast is crucial. 

This position may requires evening and weekend availability as business needs arise.

 

 

Responsibilities

 

 

  • Must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
  • Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
  • Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
  • Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
  • Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
  • Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
  • Must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
  • Provide real-time monitoring and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
  • Shift planning while accounting for various demographics of the working employees & Intraday Management so as to cover up sudden spikes in volumes caused by different factors (power outages, new marketing campaign, act of nature etc).
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Generates and evaluates staffing schedules, and ensures data updates. create short and long-term staffing models and provides recommendations based on analysis - Scheduling considering the factors like AHT, SLA, volumes, shrinkage etc.
  • Business Continuity Planning or Disaster Recovery Planning caused by strikes, IT System failures or anything that can clearly hamper the production.
  • Time Keeping and Attendance.
  • Other related duties as assigned.

 

 

Requirements

 

  • Must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
  • Relevant working experience (6-8 years) in WFM.
  • Knowledge of any industry based WFM Tool will be an additional advantage
  • Knowledge of MS Power BI, Tableau, SQL etc will be an additional advantage
  • Good knowledge of Excel/Advanced Excel.
  • Excellent communication in English, written and verbal.
  • Good Analytical Skills
  • Quick learner

Key Characteristics and Attitudes:
 
In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill. 
  • Friendly and supportive
  • Adaptable and flexible
  • Articulate and persuasive
  • High IQ and EQ
  • Curious and coachable
  • Commercially Aware
  • Resilient and tenacious
  • Big picture and the detail
Jumio Values:IDEAL: Integrity, Diversity, Empowerment, Accountable, Leading Innovation