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Basic qualifications:
- Prior experience as Workflow Analyst for Customer Service.
- Proven at least 6 months of experience in Workflow, workforce departments or relevant departments.
- High level of computer literacy with advanced Excel skills.
- Experience using SQL and Power BI / Power Query is preferred.
- Advance written and verbal skills in English.
- Excellent analytical, investigative and problem solving skills.
- Ability to build and maintain effective working relationships with a range of people at all levels in the organization, often in virtual teams spread across multiple time zones.
- Excellent planning, organizational and time management skills with the ability to deal with multiple demands on time.
- Strong bias for action and ability to priorities with a hands-on attitude.
- Enthusiasm for continuous improvement and change.
- Innovative and creative in finding solutions/ designing improved methods, systems and processes. - Attention to detail and high capability for data mining and analytical work.
- Ability to foresee potential issues, and advocate for relentless improvement.
- Ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change will be necessary.
- Understanding of workforce management programs and ACD (Automated Call Distribution)
Job summary
Key job responsibilities
- Works very closely with CPA and GCC teams from Worldwide Capacity Planning to ensure daily service levels in all Operational Units.
- Identifies and mitigates emerging risks and assists in potential plans for service level protection/recovery.
- Accountable of time and quality delivery of the Production Hours/Commitments process for the site. - Makes call outs and request actions to OPS to lever staffing needs (ie: OT, swaps, schedule changes, VTO) based on forecasted volume.
- Reviews schedule request scenarios and provides leadership with impact analysis and recommendations.
- Proactively plans to protect PTL/NPT allowance.
- Manages planned shrinkage to protect SL goals.
- Coordinates site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit.
- Coordinates various cross-training opportunities.
- Schedule placement of new hire associates.
- Develops /maintains a series of workflow related trackers that drive day to day site-wide production efficiency (PTL, Shrinkage, OT/VTO fill rates.
- Drives special projects designed to maximize efficiency and increase production and quality.
Preferred qualifications:
- Bachelor’s Degree or advanced studies in a quantitative field (engineering, economics, math, and statistics).
- Six Sigma experience as Green Belt or experience on process improvement and standardization.
