WHAT YOU WILL BE DOING
Who are you?
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