Workforce Management Analyst, Contact Center Operations
About the role
The Workforce Management Analyst, Contact Center Operations at BCD Travel is responsible for optimizing workforce operations in a dynamic contact center environment. The role involves monitoring real-time service levels, managing staffing coverage, executing intraday workforce adjustments, and analyzing operational trends to provide actionable insights. The analyst will collaborate with various stakeholders, develop reports and dashboards, support workforce management technology, and ensure compliance with documentation and reporting requirements. Candidates should have experience in workforce management and strong analytical and communication skills. BCD Travel offers a collaborative and inclusive work environment with opportunities for professional growth and industry perks.
Must have
- Minimum of 2+ years of experience in Workforce Management, Real-Time Analysis, or a similar contact center workforce planning role.
- Strong knowledge of workforce management principles, forecasting, scheduling, adherence management, and contact center operations.
- Experience working with workforce management systems, ACD platforms, and contact center technologies.
- Advanced Microsoft Excel skills with strong analytical, reporting, and problem-solving capabilities.
- Ability to interpret complex data and clearly communicate insights and recommendations to stakeholders at all levels.
- Strong organizational, communication, and stakeholder management skills, with the ability to perform effectively in a fast-paced environment.
Technologies
- Excel
Highlights
This is an onsite position based in Sri Lanka. BCD Travel offers a compensation package with wellbeing tools, travel industry perks, and an inclusive environment. The company encourages applications from diverse backgrounds and provides accommodations for employees with special needs. For accommodation requests, contact careers@bcdtravel.com.
Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka