Business Analyst
Il y a 2 mois
POSTE
As Workforce Management Business Analyst, you will be part of the Performance Team that is responsible for reporting, planning and traffic management of the CSC. The team ensures smooth running of front office operations for the EMEA zone to ensure the best client experience.
**Purpose of the role**:
- Implement workforce management methodologies, process mapping, and optimization techniques, and make data driven decisions
- Support the delivery of service levels and productivity targets for all skills, working on real time and long-term action plans
- Understand our business drivers and levers in order to improve our efficiency
**Responsibilities**:
- Prepare monthly planning for Front Office team to ensure optimal coverage for all markets, including daily reference tasks of the team
- Provide support to Team Managers in adapting daily schedules as needed
- Support Team managers in creating weekly, monthly and quarterly KPI reporting in the most efficient manner
- Produce monthly reports and summaries
- Conduct real-time monitoring of service levels and incoming workloads to influence and positively impact performance metrics.
- Identify opportunities on processes, reports and KPIs that could be automated or facilitated
- Propose new techniques and technologies to improve current monitoring and reporting
- Identify and escalate needs and pain points for operations team on tools to ensure continuous improvement on efficiency and value creation
PROFIL
**Required skills**:
- Strong analytical skills with attention to detail
- Advanced MS Excel skills
- Proactivity
- Creative and problem solving oriented
- Data driven decision-making and implementing effective resolutions
- Excellent communication skills
- Ability to multitask and self-manage your workday
- Capacity to take ownership and follow up on projects
- Previous experience with Workforce Management solutions or ability to quickly learn working with new tool
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