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Work Force Analyst (m/w/d)

The Work Force Management Analyst (m/w/d) is part of Global team generating forecasts and schedules and performing analytics on results. Through data preparation, tracking and analysis this position provides guidance and direction on workforce strategies across multiple departments to enhance performance and productivity within the Budget boundaries.

Your Job

  • Create Multi channel agent’s schedules for different time zones targeting to achieve Service Level agreements
  • Manage intra-day performance to ensure we achieve service level agreements
  • Forecast both short and long-term staffing needs against volumes of calls/non-callsactivities. You will review historic trends/planned activities and adjust forecast basedon those trends
  • Monitor performance, agent productivity and schedule adherence and make real timeadjustments in staffing assignments
  • Suggest routing changes based on the Headcount availability
  • Administer Contact Centre applications including functionalities of Work Force Management, Real time monitoring tools and Reporting tool
  • Generate performance /productivity reports for monitoring figures based on business requirements
  • Compile Ad hoc reporting as needed to support Contact Centre goals
  • Analyze operational stats; evaluate schedules; identify patterns, trends and opportunities for improvement of existing operational processes and procedures
  • Update the WFM with exception entries related to agent attendance, shifts preferences, any planned training or meetings or breaks so that the official schedule is populated with the most accurate info

Your Profile

  • Minimum of 2 years of Forecasting and Scheduling experience within a Contact center Setup
  • Knowledge about German labor law
  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Ability to be highly organized with an emphasis on accuracy and timeliness
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
  • Skills in complex problem solving, judgment, critical thinking and decision making
  • Fluent Englisch (German is a plus)

Our Offer

  • Work in a young, dynamic and international eCommerce company with flat hierarchies
  • Short decision-making processes and room for initiative
  • Company contribution toward your pension saving
  • Awesome (global) team events like the summer party, skiing trip and more!
  • Company contribution toward your travel costs
  • A challenging environment that will stimulate you to grow as a professional


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Application process

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