Wfm Analyst | Customer Driven | Australia

Position: Workforce Management (WFM) Analyst

​​​​​​Reporting to:  Senior Workforce Analyst

Location:     Brisbane CBD

Customer Driven is a consulting and services company specialising in providing solutions in Customer Experience and Service Operations. We work with clients from Blue Chip organisations to Federal Government sectors, we are a Trusted Advisor in the industry and strive to Create Customer Experience Heroes along the way.

We have an opportunity for an experienced analyst to join our team in Brisbane, and take that next step in your workforce management career.

You’ll be responsible for:

Scheduling:

• Access and interpret forecast information in the defined system and commence the scheduling process
• Allocate staffing and where required pre-planned business activities to best cover the forecast requirements to meet business, employee and customer needs.
• Review and analyse schedule effectiveness assessing the correlation of the roster build to the forecast

Reporting:

• Develop, set-up and maintain WFM reports within the defined system or tool to ensure access to client operational performance outcomes
• Review, analyse and record post day of operations performance to gain an understanding of variances for future forecasting
• Create reports that highlight business activities and impacts, introducing observations and recommendations for business improvement

Business Insights:

• Identifying and presenting actionable insights to stakeholders at all levels that fulfil Customer Driven and or the client’s immediate and/or future business needs, vision, purpose, or goals
• Producing meaningful and tailored insights that tell a story and influence change
• Contributing to and facilitating stakeholder meetings with subject matter expertise

Other Duties:

• Other reasonable duties as required such as supporting projects, client requests or leadership team requirements
• Other reasonable duties as required to fulfill business and or client objectives such as build and forecasting assistance

About you:

• As well as being able to problem solve effectively – you actually really enjoy it and you are an analyst at heart
• You can communicate confidently and succinctly when presenting data and recommendations to clients
• You know that WFM is not just about the numbers – the why and who are just as important as the what
• You’re highly organised and can adapt positively to frequently changing work priorities

Technical Skill Requirements

Desirable:

• Tertiary qualification in a related discipline such as data science, mathematics, or statistics
• Minimum 2 years’ experience in a similar role or experience in scheduling for contact centres.
• Experience in WFM systems such as Calabrio would be an advantage.

Required:

• Advanced MS Excel
• Intermediate MS Word, and PowerPoint
• Previous experience with Contemporary Contact Centre WFM and Telephony solutions (bonus points if it includes Genesys Cloud & Calabrio)
• Ability to collate, standardise, analyse, and interpret and from various data sources and formats
• Excellent attention to detail

What we offer you:

• Flexible work hours, and option to WFH up to 2 days per week
• Ongoing support and development – including relevant certifications
• Fun team environment with regular team events
• A culture that is supportive and cares about YOU!

If Interested, Click Apply (No need for a cover letter, let your Resume & LinkedIn profile do the talking)

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home