Overview
Workforce Analyst Jobs in Winnipeg, MB at SkiptheDishes
Full job description
Ready for a challenge?
Then SKIP might be the place for you! We’re a leading global online food delivery platform, and our vision is to empower everyday convenience. Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe. SkipTheDishes is a proud member of the Just Eat Takeaway.com (JET) group of companies and we are excited to have people like you a part of our team!
Job Description Summary:
The Senior Workforce Management specialist is part of the Global team generating forecasts and performing analytics on results. Through data preparation, tracking and analysis this position provides guidance and direction on workforce strategies across multiple markets to enhance performance and productivity within the Budget and Labour law boundaries. Senior stakeholder engagement is essential and you will be as comfortable talking to agents and Operational experts as you will be engaging with cross organizational leadership teams.
Job Responsibilities
Manage processes, performance and/or people to get the most out of our resources
Build robust forecast demand plans to show daily, weekly and monthly resource requirements
Analyze trending data to help build accurate assumptions of various Key Metrics including shrinkage, tenure and performance
Plan hiring and ramp down needs, phase shrinkage and adapt plans for your LOBs to deliver an optimal level of staffing to meet the forecast demand within the budget envelope
Forecast both short and long-term staffing needs against volumes of live and non-live activities. You will review historic trends/planned activities and adjust forecast based on those trends
Administer Contact Centre applications including functionalities of Workforce Management, and Reporting tool by analyzing past and present performance information, draw conclusions, predict future trends and make recommendations
Generate performance /productivity reports for monitoring figures based on business requirements
Compile Ad hoc reporting as needed to support Contact Centre goals
Develop and implement processes and procedures to support full engagement with internal data providers and stakeholders, so that performance is not compromised by lack of appropriate data provision
Qualifications
Have 1-3 years experience in either Finance/Accounting, Statistics, or Business Analysis or a minimum of 3 years of Forecasting and Demand Planning experience within a WFM Contact center setup.
Analytical, data-driven & curious.
Well-versed in Microsoft Excel and/or Google Sheets.
Knowledge of SQL/Google BigQuery.
Experience building reports and dashboards using Tableau or similar program experience would be an asset.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
Skilled in complex problem solving, judgment, critical thinking and decision making.
Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure
Strong team building and leadership skills, including strong logical t…
Title: Workforce Analyst
Company: SkiptheDishes
Location: Winnipeg, MB
Category:
