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HR Analyst - Dubai, United Arab Emirates - Skill Farm
Description
Key ResponsabilitiesDevelop, administer and maintain forecasts and capacity plans at various levels, including volume, AHT, workload, shrinkage, and other staffing elements
Report, analyse and execute against opportunities identified from historical data analysis
Analyze trends and provide input on improving metrics including service levels, adherence, forecast versus actual variances, review times and occupancy.
Optimising breaks times and reallocating resources to extract the best possible result against the KPI's of the business.
Schedule Administration within the Verint Platform
Be an advocate and ambassador for WFM enablement of operational excellence.
What you bring
Minimum 2 years of experience working in forecasting related disciplines both in front-office and back-office contact center environment
Experience gathering unstructured data to produce insights and reporting using Excel
Experience with WFM systems and forecasting/resourcing methodology
In-depth knowledge and experience of providing accurate forecast models
Strong understanding of Verint system
Ability to work in a fast paced and pressurised environment
Problem solving and analytical experience
Customer service oriented
Flexible and cooperative mindset
Comfortable working as part of a team as well as on its own
Expert in MS Excel