Workforce Management Real Time Analyst/Officer

Overview

• 3-4 years of experience in workforce analytics, planning, forecasting, and/or workforce management with a large global call center.
• Experience with forecasting and multi-variant statistical techniques and modelling including linear regression, multi-variant regression, moving averages, etc.
• Experience with labour modelling (e.g., productivity modelling, task timing and task variance impacts).

Mandatory Skills

• Strong Excel skills with preferred experience in or knowledge of third-party capacity planning tools.
• Strong quantitative, qualitative, analytical, presentation and communication skills that foster the communication of succinct, actionable insights, trends, and data.
• Ability to filter large amounts of complex data and research findings to identify interdependencies and meaningful patterns and trends.

Preferred Skills

• Solid understanding of WFM fund...