CX WFM Analyst
Tabby
- United Arab Emirates
- Permanent
- Full-time
- Capacity Planning: Developing and maintaining forecast models and future schedules to ensure optimal staffing levels are maintained. This involves analyzing historical data, trends, and patterns to predict future resource requirements. Regular monitoring of models' quality level. Continuously improving the quality of forecasts
- Performance Monitoring: Tracking and analyzing key performance indicators (KPIs) such as service level, average handle time, occupancy rate, and adherence to schedule. Identifying trends and patterns to make recommendations for improving efficiency and productivity.
- Reporting and Analysis: Creating and distributing regular reports on workforce performance, including call volumes, staffing levels, and other relevant metrics. Conducting in-depth analysis to identify areas for improvement and making recommendations based on findings.
- Process Improvement: Identifying opportunities for process improvement within the WFM function and collaborating with cross-functional teams to implement changes. This may involve automation, technology enhancements, or procedural changes.
- Master's degree in a relevant field (e.g. math, statistics, computer science, technical majors)
- 2+ years of experience in customer support or a related field
- Knowledge of math and statistical methods
- Knowledge of SQL, BI tools (Tableau, Power BI, etc.)
- Knowledge of python and experience in building forecast models (stat models, time series models, classical ML models)
- Knowledge of contact center processes and metrics
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Strong communication and collaboration skills to work effectively with cross-functional teams
- Upper-intermediate English proficiency
- We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
- A working environment that gives you autonomy and responsibility from day one.
- You should be comfortable with the idea that the quality of your work will influence the shape of your career.
- Participation in company's employee stock options program.
- Health Insurance