Workforce Management Analyst

We are thrilled to introduce an exciting opportunity for a driven individual to join our team as a Workforce Management Analyst. This critical role is focused on optimising workforce operations and contributing to strategic resource allocation decisions. The ideal candidate will possess strong analytical skills, a data-driven mindset, and experience in workforce planning to improve operational efficiency across our organisation.

Responsibilities:

1. Monitor and assess billable hour projections, promptly identifying and reporting potential risks to management.
2. Facilitate clear and efficient communication with teams and stakeholders.
3. Plan and execute ad hoc events and training programs tailored to client requirements.
4. Prepare, deliver, and analyze reports on shrinkage adherence and attendance in a timely manner.
5. Develop and implement strategies to enhance operational efficiency based on performance trends and data.
6. Promote continuous improvement initiatives to optimize processes and overall performance.
7. Maintain accurate documentation and perform in-depth analysis to support strategic planning.

Requirements:

1. Native or fluent English proficiency (C1 level) with excellent verbal and written communication skills.
2. At least 2 years of experience in a call center environment with a minimum of 1 year in workforce management.
3. Knowledge of workforce management processes including staffing, scheduling, and service level analysis.
4. Proficiency in using office productivity tools such as spreadsheets, word processors, and presentation software.
5. Familiarity with local labor laws and regulations related to workforce management is an advantage.
6. Strong analytical, problem-solving, and decision-making abilities, particularly in resource allocation.

Offer:

1. Relocation assistance provided.
2. Rotating late/night shifts (3:00 PM – 11:00 PM or 11:00 PM – 7:00 AM).
3. Private health insurance available after the probation period.
4. Join a diverse and multicultural team.
5. Regular fruit deliveries and complimentary drinks to support a healthy lifestyle.
6. Employee wellness programs including partnerships with fitness centers, restaurants, and beauty services.

Application Instructions:

If you are passionate about workforce management and data analysis, we encourage you to apply. Please submit your CV and a cover letter explaining your relevant experience and how you plan to contribute to our team.

Commitment to Diversity and Inclusion:

We are dedicated to creating a diverse and inclusive workplace. Applications from individuals of all backgrounds are welcomed, recognising the valuable contributions such diversity brings to our company, innovation, and success.

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