CX Fort Ltd.

Workforce Management Analyst

  • Basis:  Full-Time
  • Closing Date:  30 Nov, 2021
  • Job Ref:  KMP-66470

Job Description

CX Fort Ltd is a leading business service and outsourcing provider for the iGaming industry. We are currently looking for a Workforce Management Analyst to join our Customer Interaction team.

The role
In this role, you will be responsible for forecasting, planning and scheduling the shifts of the customer service operation.

Responsibilities will include

  • Analyzing and keeping track of contact volume trends, service activity, staff availability to plan an optimal schedule and real-time management system for business needs.
  • Generating daily / weekly / monthly forecasts for each channel / team and preparing agents’ schedules accordingly.
  • Conducting real-time re-forecasting to make necessary adjustments in staff plans.
  • Evaluating time off requests and VL balances, as well as handling vacation leave requests based on company needs and established policies.
  • Achieving service level goals by maintaining constant communication with supervisors to create short and long-term staffing models, providing recommendations when required.
  • Promoting best practices in the enhancement of staffing levels while adhering to local working time regulations.
  • Producing daily, weekly, and monthly Key Performance Indicators (KPI) reports, including but not limited to service level, occupancy, abandon rates and AHT.
  • Conducting analysis of team performance and comparing results to identify opportunities for improvement.
  • Conducting root cause and threat analysis to identify issues impacting team performance.

The ideal candidate should

  • Have at least 1-year experience in a call centre’s workforce management handling staffing and real-time management.
  • Possess expertise in all workforces’ holistic cycle including capacity planning, real-time management, reporting and scheduling.
  • Have exceptional time management and organizational skills.
  • Be able to multitask and work under pressure.
  • Be able to work independently with minimal supervision.
  • Be highly motivated and have a flexible attitude towards work.
  • Possess good judgement and decision-making skills.
  • Possess excellent attention to detail.
  • Be tech-savvy with Microsoft Office Suite, with strong knowledge of Excel.
  • Be proficient in the use of English, both verbally and written.

The selected candidate will be working on a 40-hour schedule from Monday to Friday, during office hours.