Workforce Analyst
vor 1 Monat
Company Description TSA is an Australian-owned business in the Outsourcing Industry helping companies acquire, retain and grow their consumer customer bases.
We represent some of the country's largest brands from across multiple call centers in Australia and the Philippines.
Job Description TSA Group are looking for an experienced Workforce Analyst to join our team on a permanent basis.
The Workforce Analyst is responsible for producing highly accurate daily, monthly and yearly call staffing forecasts.
The Workforce Analyst will action changes in our workforce management systems and work with the business to ensure that key tasks performed drive business success.
The successful candidate will have a strong attention to detail and thrive in a fast-paced environment.
What you need to know about the role: This is a permanent full-time position based near any of our offices around AustraliaWork Monday – Friday between standard business hours.Predict and prepare for changes in production, budget, volume, and staffing.Produce highly accurate reports highlighting results across key business drivers, including trends.Monitor and revise workforce and business forecasts.Recognize that workforce planning tasks focus on outcomes from the planning process, more so than the process itself.Assign campaigns per group/line of business.Action staff changes, including team and employment status changes.Create accurate rosters that meet the business needs.Analyze data and reporting to identify emerging trends and anomalies in order to add value to the end-to-end workforce management process.Qualifications We're interested in hearing from people who possess:
Experience in a busy, commercial, competitive WFP/Contact Centre environment.Qualifications and/or experience in Alvaria/E-WFM, AWS, and Power BI (preferred).Workforce Planning fundamentals.Strong attention to detail, quality, and accuracy.Sound problem-solving and analytical skills.Ability to work well within a team environment and positively influence & motivate a high-performing team.Proven customer focus, both internal and external.Intermediate to Advanced MS Excel usage.Additional Information Why work with TSA? Our #TSAWays are what we are all about.
Think of them as the vibeJoin a company that promotes from within – work your way up and across the business.Comprehensive training, with ongoing coaching and development.A vibrant and rewarding recognition program - We love to celebrate our peopleWe are proud of our fun, friendly, and supportive team environment.Want to know more?
Check out our social media pages: Website: Instagram: tsa_group_LinkedIn: company/tsa-group-australia/ #J-18808-Ljbffr
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