Workforce Management Reporting Analyst

Contax360 BPO Solutions Inc, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization;  seeks an experienced, qualified and professional individual to join our team.

Now hiring for the following position for Montego Bay:

WFM ANALYST

Job Summary

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management and reporting with the purpose of optimizing resources to achieve business objectives.

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. 

Specific Duties:

• Manage intraday staffing levels to meet forecast requirements and communicate identified risks to management and other analysts.
• Monitor real-time ACD agent work state and adherence alerts.
• Liaise with external clients’ WFM and operations team through various media.
• Serve as first point of contact and liaison with IT support to quickly escalate and resolve system issues and minimize downtime.
• Manage call routing to increase service levels and agent utilization and approve discretionary activities to increase occupancy.
• Track, analyze and report centre and agents performance with reports showing performance by intervals, days, weeks, months, year and agent, teams, skills, centre.
• Participate in scheduled staffing review meetings with management and forecast/ schedule analysts detailing previous and current week’s performance and forecasted performance for the remainder of the week, while identifying risks.
• Manage employee information changes in database records and WFM software.
• Perform other duties as assigned.
• Provides analytical support for special projects.
• Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.

Required Qualifications:

• • College level education is preferable however demonstrable experience will be accepted.

Required Experience:

• • Minimum 2 years knowledge and experience with workforce scheduling tools and staffing models including the use of MS Excel for adhoc reporting and scheduling predictions; data and trend analysis; graphing and data presentation.

Required Competencies:

• • Advanced proficiency in the use of Microsoft Excel
  • Good supervisory and motivational skills
  • Excellent teamwork and interpersonal skills
  • Strong mathematical background
  • Strong analytical and problem-solving skills.
  • Ability to work under pressure and without constant supervision
  • Excellent oral and written communication skills
  • Ability to work on own initiative
  • Ability to demonstrate tact, confidentiality and professionalism in the execution of duties.

All applicants must have a valid Government issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.

Please read carefully before signing.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.

I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

ELECTRONIC SIGNATURE NOTICE AND CONSENT

This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.

Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.