Senior Analyst – Workforce Management, Customer Service

Role Overview

• Perform contact trend analysis to help management anticipate future impacts to our ability to meet service level goals.
• Develop short and long term forecasts using historical data, trends, seasonality, and business drivers with associated staffing recommendations; perform "what if" scenarios with volume and shrinkage variables.
• Able to translate forecasts into staffing requirements and hiring plans.
• Monitor forecast accuracy, reconcile actuals vs forecast, and continuously refine models.
• Analyse and create contact center schedules that optimise our workforce against incoming contact (messaging, chat, email, calls, etc.) arrival patterns.
• Be able to manage shift bids, schedule changes, and adherence policies.
• Maintain schedule index data through proper normalisation, adjusting shrinkage and seasonal factors as required.
• Troubleshoot and resolve issues across WFM system and channel tools (messaging, email, chat, calls etc), including configuration and user/account management.
• Use workforce management and all system tools to manage staff accounts and messaging, email, chat and telephony configuration.
• Coordinate periodic shift bids and develop optimum schedule sets, coordinating with management on the implementation of schedules.
• Real-time monitor service level performance against projected staffing levels, contact volume and agent availability to help ensure a balance of service level performance with call center efficiencies; reach out to field workflow teams to move resources where needed in order to meet service level goal objectives.
• Make real-time adjustments such as
• Skill reallocation, Overtime/undertime, and Off-phone activities movement.
• Develop and maintain WFM dashboards and KPI reporting to provide daily, weekly, and monthly performance reports as well as automate recurring reports where possible.
• Support new program transitions and ramp planning.
• Establish WFM best practices and SOPs.
• Demonstrate the Zalora and THE ICONIC culture through both behavior and attitude.
• Other duties as directed or as required by business needs.

Requirements

• Superior written and verbal communication skills and presentation skills.
• Excellent knowledge of WFM tools, related products and information.
• Experience handling multi-channel contact centers preferably in at least 2 years experience in the WF supervisory level/role.
• Strong knowledge and practical use of Internet and web applications.
• Strong reporting and analytics experience.
• Excellent Google Documents and Google space knowledge.
• Ability to communicate effectively in the local as well as supported language.
• Exceptional English skills written, oral and comprehension.
• Self-motivated.
• Performance-oriented.
• Ability to build rapport and work effectively with all levels of management and business partners.
• Excellent communication and organizational skills.
• Understand and comply with all company and departmental rules and regulations, policies and procedures.
• Exceptional ability to read, write, and communicate in English.
• Feedback skills: Ability to deliver motivational and formative feedback and set actions / targets in a structured manner.
• Ability to work during peak periods and ramp cycles.
• Amenable to report onsite weekly.

Benefits

• Health insurance
• Paid time off
• Hybrid work arrangement