HR Analyst - Dubai, United Arab Emirates - Skill Farm

Description

KeyResponsabilities

Develop, administer andmaintain forecasts and capacity plans at various levels, includingvolume, AHT, workload, shrinkage, and other staffingelements

Report, analyse and execute againstopportunities identified from historical dataanalysis

Analyze trends and provide input onimproving metrics including service levels, adherence, forecastversus actual variances, review times andoccupancy.

Delivery of team schedules based onthis analysis

Optimising breaks times andreallocating resources to extract the best possible result againstthe KPI's of the business.

ScheduleAdministration within the Verint Platform

Bean advocate and ambassador for WFM enablement of operationalexcellence.

What youbring

Minimum 2 years of experience working inforecasting related disciplines both in front-office andback-office contact centerenvironment

Experience gathering unstructureddata to produce insights and reporting usingExcel

Experience with WFM systems andforecasting/resourcing methodology

In-depthknowledge and experience of providing accurate forecastmodels

Strong understanding of Verintsystem

Ability to work in a fast paced andpressurised environment

Problem solving andanalytical experience

Customer serviceoriented

Flexible and cooperativemindset

Comfortable working as part of a teamas well as on its own

Expert in MSExcel