JOB SUMMARY:
Ten exists to become the world’s most trusted service provider. As Workforce Management Analyst, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods. Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to determine our ongoing staffing requirements. Success in this respect means we consistently achieve all core service level agreements (SLAs), and deliver best in class service as cost-effectively as possible.
In addition, you will support the longer-term forecasting that ensures we are poised to effectively handle expected business growth and one-off events. You will ensure that business leaders have the information they need with enough advance notice to right-size our teams to be in step with such business changes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Provide the Resource Planning Daily and Hourly.
· Provide standardized daily, weekly and monthly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of resourcing in your region
· Analise stat and SLA’s to ensure we have effectively scheduled
· Ensure high visibility of the forecasting approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet forecasts
· Manage changes to skill sets as LMs receive program-specific training and/or as mandated by changes to service teams
· Provide Breaks Schedule to ensure that all LMs will have breaks accordingly the local law.
· Provide sizing of trainings and buzz to ensure that we will have the best option protect the SLAs.
· Take overall responsibility for the route and WFM in your local region in order to maintain accuracy.
· Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers
· Maintain and update the rota rules ahead of each quarter as per business needs and present them to the wider group as well as support them through implementation
· Report within your regions requirements whether that’s daily pulse, weekly inbound task reports
· Investigate any SLA failure cause by schedule non-adherence, producing a root cause analysis and remedial actions for the relevant Team Managers
Requirements
· Strong, sound knowledge of workforce planning and optimization with a preference for experience using at least one industry-leading Workforce Management platform
· High fluency in using data to provide quick, effective analysis and forecasting, including use of Microsoft Excel
· Fluency English.
· Complete Graduation
Commitment to Diversity
We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.
