Data Scientist WFM
Utrecht, Netherlands

WHAT YOU WILL BE DOING

Who are you?

• Result-oriented;

• Always curious to understand the data;

• Capacity to work independently in different systems;

• Capable of finding solutions to complex issues;

• Thinking outside the box to maximize existing data;

• Provide predictive models to better adjust resources;

• Capable to work in a very dynamic environment;

• Analyzing is your passion.

What are your responsibilities?

• Support WFM & Quality Manager in achieving the required SLA’s;

• Provide all required data to steer the business;

• Automate all required reports and dashboards on a daily base to professionalize Work Force Management;

• Provide necessary operational KPIs to understand current performance and identify areas of improvement;

• Incorporate all forecasted volumes into operational indicators to guarantee we have the necessary resources to meet objectives;

• Incorporate all data from new tools into dashboards to analyze employee performance and identify areas of improvement;

• Work very closely with other support functions (WFM, Customer Experience, Head of Ops) to identify required KPIs and Operational Dashboards to steer the business;

• Deep dive into all systems (As400, Ficres, Telephony Platform, Dialer, Intelligent Capture) to gather required information to create Operational Dashboards;

• Create automated reports using all sources of information for support functions to utilize on a daily base;

• Act as consultant to identify improvement areas within the organization and to support employee evaluation;

• Provide all the necessary information to speed-up and maximize the digital transformation of the organization;

• Provide required data for the analysis of all processes to identify activities with potential for automation and facilitate its implementation.

WHAT WE ARE LOOKING FOR

EXPERIENCE

3 to 5 years of relevant work experience

EDUCATION

Bachelor of Science (BS)

COMPETENCIES

Actively Collaborate (Strength), Brings Passion (Strength), Embrace Change (Strength), Keep Promises (Strength), Show Respect (Strength), Supports People (Strength), Talk Straight (Strength), Truly Listen (Strength)