Incident Management Analyst supporting IT incident response and coordination for global IT services in fast - paced environments. Collaborating with technical teams and stakeholders for efficient incident management.
About the role
- Workforce Management Analyst responsible for optimal staffing and workforce efficiency for CQS SA. Analyzing trends and implementing solutions to support business growth.
Responsibilities
- Analyze and forecast call volumes and workload to create optimal staffing schedules for operations, ensuring adequate coverage and minimal idle time
- Develop and maintain workforce management systems, tools, and processes to improve accuracy and efficiency in scheduling, capacity planning, and real-time monitoring
- Track and analyze employee performance metrics, including adherence, occupancy, and utilization, to identify trends and recommend improvements
- Collaborate with operations and business teams to adjust workforce plans in response to changing business needs, seasonal trends, and unexpected fluctuations in call volume
- Generate detailed reports and dashboards to provide insight into staffing levels, productivity, and key performance indicators (KPIs) for senior leadership and stakeholders
- Conduct root cause analysis on deviations from forecast and actual results, suggesting strategies to reduce variance
- Act as a liaison between workforce management and other departments, ensuring alignment on resource planning, business targets, and workforce capacity needs
- Develop actionable recommendations to improve workforce efficiency, streamline scheduling practices, and optimize resource allocation
Requirements
- Bachelor's Degree in Mathematics, Statistics, Computer Science, Business Analytics, or a related field (Master's degree is an asset)
- At least 2 years of experience in workforce management or a related field within a call center environment
- Strong understanding of workforce management software (e.g., Genesys, NICE, Aspect) and strong knowledge in scheduling, forecasting, and capacity planning
- Advanced Microsoft Excel skills; familiarity with reporting tools like Power BI is advantageous
- Experience in data analysis with the ability to create and interpret reports, graphs, and KPIs to support business objectives
- Experience with PBX/CTI technology, or other relevant tools is an asset
Benefits
- Competitive salary and benefits
- Career opportunities within a dynamically growing organization.
- A working environment that supports taking initiative and action.
- Hybrid working model
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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