WFM Analyst
Description
WFM Analyst
Location: Warsaw, Poznan, Poland
The nature of the WFM role is industry-specific, with the level of responsibility and variety of activities dependent on the type and size of the organization.
About VikingCloud
VikingCloud provides end-to-end security and compliance solutions to businesses all around the globe, delivering cutting-edge ways to secure networks, maintain compliance, and complete assurance testing and assessments. Almost 5 million merchants use its award-winning platform through partnerships with many of the world’s leading acquirers and payment service providers. VikingCloud also works with many of the world’s largest brands helping them proactively manage ever-changing cyber threats and business risk. VikingCloud’s Asgard Platform™ processes billions of security events daily, providing real-time intelligence access to an organization’s cyber risk landscape. Headquartered in Dublin, Ireland, with operations in the United States, India, Poland, the United Kingdom, and South Africa, VikingCloud has clients in more than 100 countries worldwide and employs over 1,000 people globally.
Qualifications
- Minimum 2 years’ experience in a Call center related Role
- Excellent organizational skills and ability to multi-task.
- Maintaining independence, possess the highest degree of integrity, discretion and confidentiality
- Excellent attention to detail and continuous improvement mindset
- Excellent interpersonal and communication skills (be confident in both spoken and written communication)
- Flexibility – be able to adapt to varying and changing demands
- IT proficiency – Experience in working with MS Office applications (e.g. Outlook, Excel, Word and PowerPoint, Teams). Desirable knowledge of WFM software such as Nobel Shift Track.
- Initiative & Team Player – Energetic self-starter with a positive attitude and excellent customer service skills
COMPETENCIES
- Attention to detail/Quality
- Analytical Skills
- Continuous Improvement
Responsibilities
- Deliver across all customer KPI’s and internal contact centre drivers
- Stakeholder management; to balance the needs of our internal and external stakeholders with business needs
- Own and redesign as needed; schedules, training plans etc. to meet changes in the business
- React quickly to trends to ensure accuracy and gather feedback
- Produces volume forecasts on a daily, weekly, monthly and annual basis for multi-function operation
- Identify inconsistencies in data and partner with teams to investigate and resolve
- Analysis of productivity, occupancy, service levels, call volume, schedule efficiency and staff trends, providing recommendations as required to the business
- Drive process improvement requirements and ad-hoc WFM projects
- Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet KPI requirements.
- Work with the onsite and remote WFM team to provide real time playbook alignment for the business.
- Driving efficiency and other related metrics and initiatives.
- Act as escalation point to address and resolve real time support matters for the business.
- Manage and ensure delivery of the executions of real time plans, ensuring the onsite and remote team is meeting deliverables and deadlines.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state or local protected class.
