Job Title: Contact Centre WFM Analyst

About VikingCloud

VikingCloud provides end-to-end security and compliance solutions to businesses throughout the world, offering the latest in cloud-based solutions to secure networks and maintain compliance. Almost 5 million businesses use its award-winning platform, and the company maintains partnerships with many of the world’s leading acquirers and payment service providers. VikingCloud also works with the world’s largest brands helping them proactively mitigate evolving 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, Australia, India, Philippines, Poland, Sweden, South Africa and the United Kingdom, VikingCloud has clients in more than 100 countries and a global team of more than 1,000 people globally.

 Responsibilities

• Deliver across all customer KPI’s and internal contact center 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.

 
Qualifications

• Minimum 2 years’ experience in a Planning or Forecasting WFM Role  
• Excellent communication and listening skills  
• Excellent knowledge of written and spoken English  
• Impeccable attention to detail  
• Exceptional people skills  
• Well-developed problem-solving and analytical skills  
• Ability to learn & manage multiple technical systems  
• Strong knowledge of Excel is necessary  
• Knowledge of Workforce management tools e.g. Shifttrack, Aspect

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.