Workforce Optimization Scheduling Analyst (вакансія неактивна)

We Are:

Wix’s Global Workforce Optimization team. We look to transform the daily experience of users and experts to provide each user with the expert who will best help them succeed efficiently and effectively. Our goal is also to optimize our workforce by creating synergies, standards and efficiencies, while respecting local differences in Customer Care.

You Are:

A workforce analyst or scheduler with 2+ years experience. You’ve also worked at least 3 years in a call centre environment with at least 75 seats, so you know the impact of scheduling on KPIs and are proactive in coming forward with actionable insights based on schedules. You should have strong data analysis skills and experience communicating them for positive and novel improvements.

You’re highly passionate and driven by results. You’re a proactive self-starter that can work independently, but also enjoys collaborating with others. You have the ability to comfortably and effectively communicate in English with all levels of management. You are a big thinker and never view problems that arise as microscopic, but rather take a step back to make decisions that are in the best interest of all of Customer Care.

As a Workforce Optimization Scheduling Analyst You Will:

• Ensure schedules are generated on a regular basis to maximize the efficiency of resources
• Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations
• Provide and maintain Intra-day Performance reports
• Collaborate with Customer Care management to identify scheduling requirements
• Effectively communicate with peers and those we support in the business to provide thought leadership around day-to-day operations