We are looking to hire a Reporting and Workforce Analyst to join our team that could contribute to interpret, analyze, rate, and make recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.
This role is responsible for the completeness and accuracy of the reporting and all the associated procedures associated with this.
**Responsibilities**:
- Serves as the primary point of contact on workforce management policies
- Responsible for establishing and maintaining intraday reports, capacity planning, forecasting and schedule optimization.
Looks after maintenance and upkeep of scheduling software
- Responsible for reporting data management activities around productivity, scheduling and forecasts.
Analyzes current and historical data and recommends necessary change to improve processes and increase efficiency of operations
- Works with Operations and clients to establish and/or maintain data models, reporting systems, dashboards and metrics reporting necessary for project success.
Assists in client implementations to set up the same.
Participates in client meetings as necessary.
- Works closely with Business Excellence in process improvement initiatives.
**Requirements**:
- Must have 3 years of BPO Workforce experience
- Quick learner, extremely organized, and detail-oriented with a proven process of how to manage multiple tasks at once
- Knowledge of Google Suite
- Must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
- Must be able to work independently as well as function effectively as a member of a team
- Strong English speaking and writing skills
- A Bachelor's Degree (preferred but not required)
- Knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance.
Also require the ability to summarize, visualize, and present data.
- Must be proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks.
Must also have working knowledge of eWFM, Siebel, Tsheets, Blue Pumpkin, IEX, TCS, Oracle, and I3 software (Interactive Intelligence) or any other workforce management software used to manage schedules, workflow, and statistical data.
**Why we think this job is great**:
- It's a remote full-time, 100% remote position where you'll work from home with tech provided by the company
- You'll have clear goals and the training resources you need to deliver.
How you execute and deliver is up to you
**About Us**
Bold Business is a remote-first, global outsourced-solutions company with over $7B in service solutions over the past 25 years.
Our international team helps the world's leading companies transform their ideas into bold impacts.
From Fortune 500 organizations looking to reduce operational costs by 40%-60% to fast-growth startups looking to scale, we work behind the scenes and empower companies to do more for less.
If you like to move fast and have a bias for action, you'll fit right into our fast-paced, results-based environment.
We're a 100% remote/virtual team environment where you can work from wherever you are.