Senior Workforce Analyst
- Remote from
- 🇦🇺 Australia
- Seniority level
- Job function
- Job type
- Full Time,
- Job posted
- Apply before
- 9 May 2024
- Industry
Minimum qualifications:
- 3+ years’ experience in workforce management and real-time analysis, including experience using workforce management software such as Aspect, Pipkins, NICE, Workday HCM, or similar.
- Proven knowledge of standard inbound call center methodologies and telephony systems.
- Expert Microsoft Office skills required, particularly Excel and PowerPoint.
- Outstanding verbal and written communication skills and ability to present ideas and drive change in a fast paced environment where change is a constant.
- Strong problem-solving skills, self-motivation, and the capacity to work under tight deadlines in a fast-paced environment, where multitasking is expected.
- Possess a strong intellectual curiosity and demonstrate proven analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy.
Preferred qualifications:
- Proven ability to develop real-time reporting and processes that increase productivity and efficiency.
- Experience with Amazon Connect and NICE IEX.
- Experience driving adoption of reporting.
- Excellent communication and people skills – listening, written, and spoken.
- You work easily with diverse teams and optimize communication when working with people at all levels with varying styles.
- You know how to share your opinions clearly, thoughtfully, and with empathy.
- Enthusiasm and curiosity for conducting research, driving performance targets, understanding business drivers, and answering complex operational challenges with data.
- Ability to react quickly to changing business needs with agility, grace, and clarity.
- Work with key stakeholders across a fast-paced, collaborative environment.
- Experiment: we are an adventurous bunch so expect that anything and everything can change!
Core Responsibilities:
- Oversee the creation of real-time reporting using a mix of data from across systems
- Preparation and presentation of daily stand up info for an audience of insourced and outsourced operations leaders
- Real Time decision making around the distribution or Hoppers resources through monitoring of reporting reporting and skilling agents
- Monitoring adherence, AHT and interval compliance in realtime and historical reports and communicating requirements to vendors
- Collaborate within the team to create key performance indicators and metrics; uses dashboards to monitor and assess team performance
- Assess bottlenecks in work processes within teams to streamline and simplify workflow.
- Coordinate with team members to execute new ideas or approaches and achieve process improvement goals
- Monitor the team’s tracking and analysis of contact volumes and arrival patterns, identifying trendsUpdating the short term forecast where required
A perfect candidate has:
- Material experience in scheduling and real-time analysis for omnichannel contact centers
- Stakeholder Management experience to act as a single point of contact for WFM support
- Experience with relational databases and SQLProficiency in Tableau (or similar tools like Qlikview or Looker)
- Proven ability to communicate recent trends to an audience and drive them to course correct swiftly
- Capacity to work in a fast paced environment with last minute adaptations & regular changes Strong analytical and creative problem-solving skills
- Experience with NICE IEX
- Enthusiasm and curiosity for conducting research and answering hard questions with data
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What position is Hopper hiring for?
Hopper is hiring a remote Senior Workforce Analyst from 🇦🇺 Australia
What type of employment does Hopper offer?
This is a Full Time role.
