Analyst, care wfm sched & forecastVistaprint

CARE WFM Analyst, Scheduling
Location: Manila
Company: Vista
Vista is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vista, small businesses can create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site and on-the-go.
The Global CARE Capacity Planning and Work Force Management (WFM) organization owns end-to-end workforce planning and execution of Vista's Global Customer Care and Design network. Our forecasting, strategic headcount planning, scheduling, and real-time management solutions are responsible for the millions of decisions needed to provide jaw dropping customer value to all our customers around the world. As a WFM Analyst, Scheduling you will support Vistaprint's contact centers operations with a blend of technical and business expertise. You will collect and analyze multi-faceted data using different methodologies from our workforce management and reporting tools. The WFM Scheduling Analyst will also recommend staffing plans to management to ensure optimal service levels. The specialist will be responsible for all aspects of scheduling; including but not limited to training, meetings, and other off-phone activities. The resource will ensure that the agents' schedules align with the contact volume distribution and plan effectively for all offline activities.
KEY RESPONSIBILITIES
Leading end to end scheduling and medium-term planning activities for Vistaprint's CARE centers.
Managing relationships with our Global Analytics & Marketing teams to ensure accurate forecasts.
Forecasting workload requirements in a multisite & multi-channel (Inbound, Outbound, Chat, Email, Social Media and Video) contact centers
Compiling statistics, interpreting large data sets, and taking appropriate action to support company goals and objectives.
Analyze AHT, Concurrency and shrinkage trends to create appropriate targets for requirement building.
Evaluating the forecasted contact volume and generating requirements to staff the various Lines of Business appropriately.
Analyzing key data, to ensure that trends and exceptions impacting performance are highlighted proactively, analyzing of staffing, handle time and contact forecasting accuracy.
Carry out on-going scheduling adjustments as necessary.
Assisting in the reporting of the accuracy of capacity and scheduling data using various tools and models (Erlang c, real life data, simulation modeling).
Responsible for the proactive scheduling and planning of training initiatives.
Developing impact assessments and what if scenario models.
Identify own development needs relating to current role, plans and own personal development objectives.
QUALIFICATIONS
4 Minimum Associate degree in Statistics or related field (Bachelor's preferred) or 2 years' work experience in WFM or a similar field, or participated in the scheduling internship
Must have experience in scheduling medium to large groups of employees (200 or more)
Working knowledge of risk analysis and use of analytical techniques in problem-solving
Demonstrate knowledge of call center tools (ACD, IVR, CRM, Workforce Optimization tools, Etc.)
Excellent written and verbal communication skills.
Proven experience working independently and taking initiative
Excellent organizational skills and ability to manage multiple and changing priorities
Ability to meet tight deadlines and prioritize workloads
Ability to develop new ideas and creative solutions
Sound analytical thinking with strong problem solving and decision-making skills.
Possess in-depth knowledge of contact center operational management & workforce management methodologies and principles.
Advanced computer skills with software programs such as MS Excel, Access, Project, Word, Power Point.
Highly results oriented and comfortable in a fast paced, high-stress production environment.
Must be available to work any shift that falls within our operating hours which spans 24 hours, seven (7) days per week
PREFERRED QUALIFICATIONS
Experience and knowledge of Looker, Snowflake, Salesforce, AWS, and Verint
Experience building SQL queries, database tables and structures.
Experience preferred in time series forecasting and regression.
Advanced computer skills with software programs such as MS Excel, Access, Project, Word, Power Point.
Analysis experience in Customer Service or Operations Business Reviews
Vistaprint

Taguig City, Metro Manila
Training
Full-time