ANALYSTE PRÉVISION ET PLANIFICATION DES EFFECTIFS / WORKFORCE FORECASTING AND SCHEDULING ANALYST
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Key skills for this role
About the Role
Club Med is looking for a Workforce Forecasting and Scheduling Analyst to forecast call volumes and create schedules for North America. The role involves analyzing contact center data, managing intraday operations using NICE CXOne, and ensuring resource optimization.
Key Skills for This Role
Responsibilities
- Gather statistical data to develop short, mid and long term forecasts for multiple client channels
- Generate schedules aligned to forecasted workload demand
- Update parameters within the workforce management system to optimize scheduling
- Schedule all off phone activities such as offline work, team meetings, coaching, training
- Real time monitoring of daily interval plan vs. actual and make adjustments
- Manage and oversee intraday process using NICE CXONE
- Analyze call center performance history to determine optimum off production activities
Requirements
- Minimum 5 years working in a call center environment
- Minimum 2 years experience with Workforce Management (WFM) systems
- High school diploma or equivalent
- Fluent in French Canadian
- Knowledge of Contact Center methodologies and operational principles
- Excellent Microsoft Excel skills
Full Job Posting
Summary
- Forecast call volume and deliver accurate and timely schedules for North America containing sales and service agents with multiple client channels.
- Identify customer contact trends to ensure appropriate resources are available to support business needs both short (intraday), mid and long term.
Essential Duties and Responsibilities
- Gather statistical information (call volume, AHT, agent productivity, vacations, attrition) to report, analyze and develop forecasts
- Generate schedules aligned to forecasted call/workload demand
- Ensure all exceptions (vacation, meeting, training) are accounted for
- Update parameters within the workforce management system
- Schedule all off phone activities
- Use accuracy of schedule measurements for continuous improvement
- Real time monitoring of daily interval plan vs. actual
- Manage and oversee intraday process using NICE CXONE
- Analyze call center performance history
- Self education to stay current with new technologies
- Liaise and coordinate with vendors and support groups
Qualifications
- Minimum 5+ years working in a call center environment
- Minimum 2+ years experience with Work Force Management (WFM) systems, NICE CXOne WFM experience a plus
- Knowledge of Contact Center methodologies and operational principles
- High school diploma or general education degree required
- Fluent in French Canadian is a plus
Language Skills
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
- Ability to write reports, business correspondence, and procedure manuals
- Ability to effectively present information and respond to questions
Mathematical Skills
- Ability to work with mathematical concepts such as probability and statistical inference
- Ability to apply concepts such as fractions, percentages, ratios, and proportions
Microsoft Excel Skills
- Must have extensive knowledge of creating reports in Excel
- Ability to work in conjunction and back up our reporting department
Reasoning Ability
- Ability to apply common sense understanding to carry out instructions
- Ability to deal with problems involving several concrete variables in standardized situations
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