Job Descriptions

Position Overview

This role will join our Global Support team which is headquartered Galway with agents based across Ireland as well as Bangalore, India. Currently there are 80 employees across this department. Our Global support team provide best-in-class 24/7/365 support for our clients across the globe, assisting them with any product issues they may have. This position will generate insights and help advise Senior Leadership in their decision making.

What You’ll Do

• Establish WFM best practice within our Global Support department
• Creation and ownership of reporting to provide leadership with updates on contact center performance – Service Level, AHT, Abandon Rate, Average Speed to Answer, etc
• Data analysis leading to suggested changes/optimizations to drive performance
• Design of shift patterns to meet incoming demand as well as employee experience
• Drive continuous improvement initiatives within the wider department
• Point of contact for internal stakeholders for everything workforce management

What You’ll Need

• Experience working in a WFM team in planning or analyst capacity in a multichannel contact center environment
• Strong numerical & analytical skills with a data driven approach to problem solving and continuous improvement
• Knowledge of workforce management best practice and methodology in areas such as volume and headcount forecasting, performance monitoring, etc.
• Project management experience with a proven track record of success and driving to completion
• Demonstrated ability to influence stakeholders and work cross-functionally to drive results
• Expert in Microsoft Excel and other similar products
• Ability, enthusiasm and drive to build this function from the ground up

Preferred Experience/Skills

• Experience creating SQL scripts or similar queries
• Implementing WFM software such as Aspect, Calabrio, etc.
• Working in a multilingual global environment

Skills

• Project management
• Analytical Skills
• Proficient with Microsoft Office

Experience

• 1+ year