Workforce Analyst
2 weeks ago
At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
About the Role
We are seeking a highly skilled and experienced Contact Centre Workforce Analyst to join our dynamic team. As a Workforce Analyst, you will be responsible for developing, coordinating, and managing workforce analysis initiatives.
Your expertise in workforce planning, scheduling, and real-time management will be instrumental in optimizing our contact centre's performance and achieving best-in-class levels of service.
Key Responsibilities:
- Implementing best in class workforce management methodologies and principles across all aspects of workforce management- Work with senior leadership to support execution on operations wide strategic priorities/programs initiatives designed to achieve best in class levels of service- Perform analysis of contact center data to provide insight into reasons for calls, employee performance, forecast variances, KPI variances, cost per call and other data relative to contact center performance- Collaborate with business line leaders and executives to develop and recommend methods to optimize the business planning and analytics within the planning process- Develop high quality detailed staffing models and forecasts along with in depth experience with scheduling and real time management. Communicate and coordinate with contact center leadership to achieve appropriate staffing levels- Develop and maintain high quality daily, weekly, monthly reports across the contact center- Proactively work with various departments to recommend efficiencies and affect change- Drive continuous improvement of tools and analyses- Oversee intraday management of scheduling, adherence, and call routing to optimize service level performance and resource utilization
Key Skills and Attributes Required:
- Substantial experience within similar role- Experience working with NICE IEX WFM suite (highly desirable)- Stakeholder management and communication-
- This position is based in Footscray
Join our team and contribute to our mission of delivering exceptional customer service.
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