Basic Information
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Job Type
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Description and Requirements
What we’re looking for:
7+ years of experience in workforce management with at least 3+ years of experience in workforce planning, data analytics, business analytics or in a similar role.
You are familiar with forecasting techniques and statistical models.
You have experience working with Amazon Connect, Avaya, NICE IEX, Calabrio or similar tools.
You have experience working with data visualization tools (Microsoft Power BI, Tableau, Looker etc.) and turning complex data into an easy-to-follow story.
Strong attention to detail and ability to multitask with excellent communication skills.
You are a self-starter who is comfortable working autonomously.
Post-secondary education in an Engineering or Business Administration (preference to those who have obtained their degree/diploma).
Some extra skills that would be great:
You are familiar with Python, R or any other statistical model scripting language.
You are familiar with SQL queries and databases.
Additional Job Description
In this role, you will:
Work with the WFM leadership to design and implement cost-effective resource model ensuring service delivery across all projects.
Produce weekly, monthly, and quarterly forecasts and staffing requirements needed to meet the service level targets within budget.
Identify operational gaps and help to improve the processes to keep teams as efficient as possible.
Monitor and evaluate the data related to workforce management, pinpointing trends, performance indicators and productivity measures.
Conduct regular analysis on assigned projects to assist the leadership with important strategic decisions.
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