At MHLS, we’re looking to hire a WFM Analyst to be part of the MHLS Workforce Management team. The selected candidate will be responsible for managing operational KPIs and site level performances thereby delivering as global WFM POC for the team. The expectation is to ensure effective management of the incoming and outbound phone, chat and email volumes by analyzing forecast details from Economists team and drafting way forward plans in terms of peak readiness, HC hiring etc. The position will have high visibility to all the operations teams from Costa Rica, the US and India.
Position Responsibilities:
To Analyze HC requirement based on recent volumes, trends and reporting it to LT team for visibility and discussion
Monitoring real-time performance, adjusts off-line activities and provide guidance to leadership to ensure a consistent customer experience
Ensure that Operational metrics like service levels, occupancy, PTL, utilization etc. are being met by all Orgs/skills at daily level
Reviewing weekly data of reports share by WFM on efficiency and daily metrics and provide insights on WBR/MBR/YBR narratives
To liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics
To ensure timely closure on all planning related activities like training & QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc.
To ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits
To mentor and develop fellow RTAs with all WFM required skills and knowledge
To deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs)
To ensure expected processes are followed by Operations, invent & simplify current processes to remove waste or non-value enablers
Experience/Skills
Strong understanding of MHLS business and events impacting business
Strong numerical and analytical skills
Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances
Demonstrated ability to communicate effectively in a multi-cultural environment
Demonstrated ability to work under pressure
Demonstrated effective time management skills
Ability to effectively interact with employees at all levels of the organization
Ability to maintain confidentiality
Demonstrates effective communication and public speaking skills
Able to give and receive feedback effectively
Positive and enthusiastic work ethic
Demonstrates resilience, drive and ownership for own personal development
Strong attention to detail
Ability to multitask
Basic qualifications
5+ years of WFM Management experience
resources
Experience in contact center operations
Bachelor’s degree
Solid proven experience in a live queue contacts environment
Solid proven experience using contact center technology
High proficiency in Microsoft Excel
Experience in Contact Center Operations
Exceptional analytical skills
Preferred qualifications
5+ years of Human Resources experience
BASIC QUALIFICATIONS
– 3+ years of human resources experience
– Experience with HR processes and systems
PREFERRED QUALIFICATIONS
– Experience with process improvement and stakeholder management
– Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
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