Junior WFM Analyst

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.
• 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 in 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:
  • Android 8.0 or newer
  • 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-led communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few.
• Location-specific benefits.