Workforce Analyst, Operations

Há 1 mês

Lisboa, Portugal Eva Global Tempo inteiro

About Us
EVA Global is a premier EV services company specializing in providing first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform providers. We deliver exceptional omni-channel support (voice, chat, email) to end customers, backed by stringent SLAs. Our comprehensive service offerings include live monitoring, work order management, and field service orchestration, driven by real-time performance analytics. Join our innovative team to contribute to transforming the EV industry through actionable data insights.

Job Summary/Overview
The WFM Manager will manage a team of Workforce Analysts and Real-Time Analysts, overseeing the coordination and definition of work standards for the team. This role will be focused on developing and implementing WFM plans for various projects, as well as improving department performance to increase efficiency and effectiveness. Manage complex forecasting and planning processes, and aligning WFM activities with business objectives
Key Responsibilities and Accountabilities
Act as the primary point of contact for senior management on all WFM matters, providing insights and recommendations to enhance operational performance.
Meet with clients to help define real-time management requirements for both new and existing projects.
Oversee the creation and management of long-term and short-term forecasting models to ensure accurate predictions of workload and staffing requirements.
Manage and define the standards for real-time management activities.
Oversee the allocation of Real-Time Analysts to projects and schedules, ensuring adequate support is available for active programs.
Lead weekly planning meetings, identify improvement opportunities, and share best practices.
Optimize WFM processes.
Allocate Workforce Analysts to projects to ensure timely and accurate deliverables.
Coordinate the annual vacation process for CSR employees, managing vacancies by project.
Deliver reports to the Operations Management team.
Identify risks across various projects and suggest internal controls to mitigate those risks.
Drive collaboration between WFM and other departments, such as operations, HR, and IT, to ensure holistic performance improvement.
Propose improvements and innovative methods for the department and company.
Ensure the timely generation and delivery of real-time reports to the Operations Management team.
Analyze performance metrics (occupancy, service levels, shrinkage, etc.) to identify and address areas of underperformance. Implement company-approved management strategies.
Play an active role in developing strategic plans for the department as required by leadership.
Take initiative and accept responsibility for outcomes.
Foster team development, ensuring that all team members are aligned with the department's objectives and company vision.
Decision Making Authority
Propose high-impact solutions related to resource allocation, staffing, and budgeting that directly affect the company's ability to meet client SLAs and financial goals.
Contribute to continuous organizational improvement by producing fresh and imaginative ideas and solutions.
Main Job Requirements
Education and Specific Training: Higher education degree.
Work Experience: Extensive experience in workforce management and planning in a complex call center environment.
Skills: Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), knowledge of SQL and BI tools, or workforce management software is advantageous. Strong analytical, decision-making, and strategic thinking skills.

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