Middle Business Process Analyst coordinating internal department processes and designing new processes for EveryMatrix, an iGaming software provider in Lviv or Kyiv.
About the role
- WFM Analyst II providing forecasting and scheduling support for contact center operations. Analyzing data to optimize staffing and improve customer experience in healthcare.
Responsibilities
- Supports the operations by forecasting workload, planning staffing, creating schedules, and monitoring real-time performance of contact center and back-office production queues.
- Analyzes historical workload data to develop volume forecasts.
- Builds staffing models to identify required headcount based on service levels.
- Tracks forecast accuracy and recommends adjustments.
- Creates schedules aligned with forecasted volumes.
- Manages schedule changes and rotation activities.
- Monitors real-time workload queue performance and staffing levels.
- Prepares productivity and performance reports.
- Conducts root-cause analysis for service level misses or staffing issues.
- Improves workflows through automation and reporting enhancements.
Requirements
- At least 2 years of workforce management experience in a contact center environment.
- Extensive experience with forecasting and scheduling activities.
- Demonstrated experience finding multiple solutions to complex problems.
- Strong experience and understanding of staffing, work queues, and performance measurements.
- Knowledge of WFM tools.
- Ability to interpret WFM data to assist with determining staffing needs.
- Strong analytical and problem-solving skills.
- Strong attention to detail and accuracy skills.
- Ability to learn new systems quickly with minimal support.
- Proficient skills in Excel (formulas and pivot tables).
- Proven ability to meet goals and deadlines.
- Ability to manage multiple priorities and tasks in a fast-paced environment.
Benefits
- Paid Time Off (PTO)
- Tuition Reimbursement
- Retirement Plans
- Medical, Dental and Vision
- Wellness Program
- Volunteer Time Off (VTO)
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Principal Business Analyst at Fidelity focusing on cutting - edge AI and technology product development. Collaborating with teams to deliver prototypes and innovative solutions in a dynamic environment.
Business Analyst (Data) at Keyrus responsible for bridging user needs and technical teams. Focus on data modeling, analysis, and delivering actionable insights.
Business Analyst focused on analyzing and improving ERP systems. Collaborating with teams and providing technical support in a hybrid work environment based in the Philippines.
Business Analyst supporting business operations with financial modeling, budgeting, and process improvements. Collaborates with teams to enhance efficiency and align with strategic objectives.
Senior Business Analyst integrates business processes with financial planning expertise to support decision - making. This role leads analysis, design, and implementation of financial systems across the organization.
Business Analyst role in a Lyon - based insurance software company. Aiming to enhance client communication and project deliverables.
Business strategist analyst at Desjardins developing business intelligence and strategies for operationally complex projects. Analyzing organizational business needs and recommending solutions in a hybrid work environment.
Associate Business Analyst supporting business analysis activities and assisting in developing business requirements. Collaborating with senior analysts to learn best practices.
Designing and delivering NCLEX review classes for scholars. Monitor adherence and enhance training effectiveness.