Junior WFM Analyst

Posted Feb 7

About The Job

The position is located in the WFM improvement team within 5CA. The role deals with a variety of assignments I.e., the analysis of WFM KPI’s and data sets to gather business intelligence and insights; maintenance and creation of reports; maintenance of tools, and tool selection. The purpose of the position is the (further) development, implementation, and standardization of processes and methodologies for 5CA and developing a 5CA WFM Way Of Work, with the aim to work according to a quality standard like COPC.

Shift: 09.00 - 18.00 CET with Saturday and Sunday off.

Responsibilities

  • Developing and implementing (new) processes, procedures, policies, standards, and ways of working within the WFM department and according to the industry standards, taking into consideration the situation of 5CA.
  • Support with system migrations/system setup.
  • Support large improvement projects.
  • Create, document, and deploy the standard way of working.
  • Checks within operations if we are working according to our way of working, and if the SOPs are up to date, or adjust if necessary. Keep documentation up to date.
  • Deploying and developing standard files for scheduling/traffic/forecast/capacity; also, if we get new projects.
  • Help sales with RFP calculations.
  • Taking care of training for all WFM staff.
  • Responsible for project management within improvement projects.
  • Actively involved in WFM innovation.

About you

  • You are located in Egypt, South Africa, or the Philippines
  • Bachelor’s degree (preferably business administration/business information).
  • Preferably 1+ years working as a Scheduler or Real Time Management Analyst (traffic controller) in a multi-skill, multi-channel contact center.
  • Advanced experience in analytical skills.
  • Intermediate to expert level with Microsoft products (specifically Excel).
  • Insight into call center tools, as well as with a WFM tool (i.e., Verint, Injixo).
  • Advanced level of the English language.
  • Project and change management skills.
  • Preferably knowledge of COPC and Lean Six Sigma Skills.
  • Broad WFM experience.

Technical Requirements 

  • A minimum internet speed of 10 Mb/s download and 10 Mb/s upload internationally.   
  • A minimum of 8 GB RAM   
  • A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer 
  • An Intel Core i5-8260U or better/similar.
  • A smartphone usable for two-factor authentication that runs at least:
  1. Android 8.0 or newer
  2. Apple iOS 15.0 or newer 

We Offer

  • The flexibility to work 100% remotely with no wasted commute time and travel costs 
  • A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients 
  • A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness 
  • Innovative digital tools, and continuous opportunities for learning and development 
  • Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few 
  • Location-specific benefits