Workforce Management Business Analyst
Louis VuittonBelgium14 days ago
Full-timeProject Management, Information Technology
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Job responsibilities
As Workforce Management Business Analyst, you will be part of the Performance Team that is responsible for reporting, planning and traffic management of the CSC. The team ensures smooth running of front office operations for the EMEA zone to ensure the best client experience.
Purpose of the role:
Required skills:
As Workforce Management Business Analyst, you will be part of the Performance Team that is responsible for reporting, planning and traffic management of the CSC. The team ensures smooth running of front office operations for the EMEA zone to ensure the best client experience.
Purpose of the role:
- Implement workforce management methodologies, process mapping, and optimization techniques, and make data driven decisions
- Support the delivery of service levels and productivity targets for all skills, working on real time and long-term action plans
- Understand our business drivers and levers in order to improve our efficiency
- Preparing Volumes forecast for each channel
- Preparing monthly planning for Front Office teams to ensure optimal coverage for all markets, including daily reference tasks of the team
- Support Team managers in creating weekly, monthly and quarterly KPI reporting in the most efficient manner
- Producing and presenting daily, weekly and monthly business reports and summaries about WFM KPIs and SLAs
- Monitoring of service levels and incoming workloads to influence and positively impact performance metrics.
- Identify opportunities on processes, reports and KPIs that could be automated or facilitated
- Propose new techniques and technologies to improve current monitoring and reporting
- Identify and escalate needs and pain points for operations team on tools to ensure continuous improvement on efficiency and value creation
- Manage and maintain PBI reportings
Required skills:
- English professional proficiency
- Strong analytical skills with attention to detail
- Advanced MS Excel skills
- Proactivity
- Creative and problem solving oriented
- Data driven decision-making and implementing effective resolutions
- Excellent communication skills
- Ability to multitask and self-manage your workday
- Capacity to take ownership and follow up on projects
- Previous experience with Workforce Management solutions or ability to quickly learn working with new tool
- PBI skills is a must
- Project management would be considered a plus
Key Skills
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