WFM Analyst

Print Quality Assurance team is searching for a passionate and talented Workflow Analyst. They are responsible for driving efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level. Workflow Analyst, handles escalations, proactively engage resources to address issues effectively. Solves complex problems and proactively heads off negative service trends. Identifies root causes to improve accuracy and productivity. Establish mechanisms to fix the issues. They will experience a wide range of problem-solving situations, ranging from short term, transactional to strategic to decisions requiring use of data collection and analysis. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with attention to detail and exceptional organizational skills. This is an exciting opportunity for those who enjoy problem solving.

This person would be responsible for managing day today reporting and short term capacity plans by aligning actual staffing to forecasted requirement. Candidate will be who will be responsible for service level delivery. The successful candidate will:

- On-going generation and creation of reporting.
- Work with Operations on reporting mechanisms to ensure accurate recording and reporting of metrics.
- Coordinate with Operations to execute short term capacity movements.
- Mitigate capacity risks.
- On-going generation and creation of reporting using SQL, Power-BI and Quick-sight tools.
- Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
- Work closely with leadership to identify hot spots and take appropriate actions to minimize any impacts.
- Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner.
- Maintain accurate local workforce management data.

- 2+ years of program or project management experience
- 4+ years experience in a Contact Center WFM or BI Reporting field
- Bachelor s degree and/or recognized equivalent work experience