Workforce Analytics Manager
hace 1 mes
Key Responsibilities:
• Manage dashboard improvements by collaborating with the data team to define dashboards and working with key stakeholders to ensure accurate tracking of business requirements and KPIs.
• Lead and develop a team of two Real-time Specialists by fostering their career growth through mentorship, training, and regular performance feedback.
• Maintain ongoing communication with enablement and delivery teams by managing staffing levels based on forecasted and actual incoming volumes.
• Provide detailed analyses to recommend and implement scheduling adjustments to support the department in meeting service goals daily, weekly, and monthly to ensure optimal performance.
• Oversee the creation and management of schedules to align with demand and achieve service level goals.
• Deliver independent data analysis to provide recommendations to leadership on optimizing costs by adjusting overtime needs or shortening shifts when appropriate to meet SLAs.
Requirements:
• Possesses advanced skills in Microsoft Excel for business applications and is comfortable creating PowerPoint presentations and leading meetings.
• Is a data-driven leader, leveraging analytics to guide decision-making and enhance team performance. Knowledge of SQL and Tableau is a plus.
• Has at least 3 years of proven experience leading, mentoring, and managing a team to achieve performance and productivity goals.
• Fosters a collaborative and inclusive work environment that supports team members' professional growth.
• Highly organized with the ability to multi-task, prioritize, and meet tight deadlines.
• Maintains composure in critical situations and communicates clearly with both internal and external stakeholders.
• Flexible and adaptable to change.
• Fluent in English (additional language skills are a plus).
What We Offer:
• An awesome team that values collaboration and inclusivity.
• A Permanent contract that offers stability and security.
• Flexible working environment with 2 days home office per week.
• Competitive fixed salary, bonus, and equity that recognizes individual contributions.
• Lunch vouchers available for each working day to support work-life balance.
• International teams with over 30 nationalities and 16 offices worldwide.
• Highly inclusive working environment that celebrates diversity and promotes growth.
• Lifestyle benefits that can be used to reimburse physical, leisure activities, family support, travel, etc.
• Continuous learning and development programs that support professional growth.
• Free access to the Calm app to promote well-being and relaxation.
• A program dedicated to helping you achieve the best work-life balance.
• Health insurance fully covered by the company to ensure peace of mind.
• Life Insurance and Disability at no cost to the employee to provide financial security.
• Amazing offices with dining, coffee point on each floor, and leisure area to promote collaboration and relaxation.
• Team building events that foster camaraderie and teamwork.
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