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07.06.2019
★★★★★ Workforce Analyst, ГоуДеди България ЕООД
Месторабота София; Постоянна работа; Пълно работно време; Подходяща и за кандидати с малък или без опит; Езици: Английски
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Workforce Analyst

GoDaddy's mission is to radically shift the global economy toward life-fulfilling independent ventures — helping our customers achieve their dreams by giving them the tools, insights and the people to transform their ideas and personal initiative into success. With more than 14 million customers worldwide and more than 62 million domain names under management, GoDaddy gives small business owners the tools to name their idea, build a beautiful online presence, attract customers and manage their business.

The Workforce Analyst is the point person for analytics and relationship management surrounding capacity planning, intraday forecasting and scheduling and real-time analysis. The position will also be primarily responsible for maintenance of the workforce management software solution and provide Site level representation for the Workforce Management Team. The Analyst will interact with all levels of employees. From senior management to agents and requires the ability to present thorough operational plans in a clear and concise manner

 
What you will do day to day:
  • Analyze International Customer Care Center (C3) trends to forecast short term and long term staffing needs to ensure proper call coverage and service level management. Analyze trends such as call volume, AHT, and attendance, to understand and plan for potential overstaffing/understaffing conditions. Work with Supervisor of Workforce Management to provide data needed for staffing models/forecasts
  • Monitor and update daily reports to effectively manage the performance of the operation to acceptable results. Assist in the development of any reports and/or processes that increase the ability of the (C3) to effectively and accurately plan acceptable performance results
  • Coordinate and manage same day and/or short term non-phone related tasks and manage the workload. This includes re-skilling agents appropriately and being responsible for the health of the operational contact points, specifically our service levels throughout all media interaction types (voice, email, chat, etc…)
  • Configure and maintain workforce management software. Analyze and make recommendations to ensure maximum functionality
  • Deliver informational updates regarding recent, current, and future state of the business to the Manager of Workforce and Business Clients. Act as the main point of contact for all inquiries into operational performance and departmental productivity
  • Identify key reporting to drive operational efficiency utilizing systems such as IEX. Partner with Workforce Strategy Manager and Operations to create and deliver reporting that satisfies an operational need
  • Ability to navigate and update schedules within Workforce Management Software
  • Research and investigate operational efficiency issues and make recommendations to Operational Excellence Team on improvement opportunities

What you will need:
  • Experience in relationship management and maintaining excellent business relationships
  • Actively display knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc. by utilizing CISCO, NICE IEX, and Workday
  • Excellent analytical and problem solving skills
  • Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
  • Ability to easily communicate with agents and all levels of management
  • Experience with Workforce Management products (IEX) and phone switch monitoring applications (Cisco) preferred
  • Understanding of basic call center metrics, processes, and practices
  • Ability to work with others to resolve problems, handle requests or situations


We Offer:

  • Competitive Salaries
  • Incentive Program
  • Career Progression
  • Fun Nights
  • Taxi Vouchers
  • Gym Membership (Multisport Cards)
  • Amazing Office Atmosphere
  • Vending Machine (full of protein bars!)
  • Healthy Snacks


If you want ot become a member of our amazing team send us your CV in English!



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