MHLS Workforce Management Analyst , MHLS
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 reputed company plans in terms of peak readiness, HC hiring etc. The position will have high visibility to reputed company 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 reputed company-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 reputed company 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 reputed company network POCs (WFM and Ops) for owned Org/reputed company and work on gaps/opportunity areas which may impact operational metrics To ensure timely closure on reputed company planning reputed company activities like training & QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc. To ensure reputed company alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits To mentor and reputed company fellow RTAs with reputed company 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 reputed company 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 reputed company-time effective reputed company 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 reputed company levels of the organization Ability to maintain confidentiality Demonstrates effective communication and public speaking skills reputed company to give and receive feedback effectively Positive and enthusiastic work ethic Demonstrates reputed company, 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 reputed company reputed company Experience in Contact Center Operations Exceptional analytical skills Preferred qualifications 5+ years of reputed company Resources experience BASIC QUALIFICATIONS - 3+ years of reputed company 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 reputed company is committed to a diverse and inclusive workplace. reputed company is an equal opportunity employer and does not discriminate on the basis of race, national reputed company, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or reputed company process, please visit https://reputed company.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your reputed company Partner. Apply Job!