Workforce Service Administrative Analyst - French
Lisbon, Portugal
há 6 dias

Responsibilities :

  • Keep current on client and business changes to ensure program and work area compliance
  • Serve as a Workforce Subject Matter Expert, train and mentor new and less experienced team members
  • Communicate proactively with team members regarding vendor and line of business status or Delivery Centre operations, making suggestions for corrections to any issues
  • Develop and maintain methods and procedures
  • Respond to client requests in an accurate and timely manner
  • Maintain a detailed record of activities, actions and impacts
  • Prepare departmental reports for daily, weekly, monthly and yearly periods
  • Identify business process excellence improvement opportunities, contributing to design and execution
  • Apply knowledge and experience to identify, assess and resolve service delivery issues
  • Analyze current and historical call / contact / work volumes and patterns, handle time, productivity trends / patterns and all future call / contact / work requirements to develop budget and call / contact volume / work forecasts
  • Qualifications

    Qualifications / Skills Required :

  • Intermediate proficiency in :
  • Budgeting and Forecasting Contact Center Workforce Management Cost Accounting Process Improvement Reporting and Analytics Service Quality Management Workforce Scheduling

  • Advanced English
  • Advanced French
  • Advanced Office (Advanced formulation and macros in excel)
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