Analyst, performance and workforce planning

We arelooking for a rigorous and analytical Analyst, Performance and WorkforcePlanning to support the performance of our customer contact center. You willcontribute to resource planning, data analysis and operations optimization toensure an efficient and smooth customer experience.

If youlike working with data and working in a dynamic and collaborative environment,this position is for you!

Yourday-to-day work as an analyst, performance and workforce planning

• Predict volumes of customerinteractions to ensure optimal resource planning;
• Plan schedules, breaks,vacations and training according to operational needs;
• Ensure real-time monitoring ofoperations and adjust staffing according to unforeseen events;
• Administer and optimize Genesys(profiles, skills, queues and access);
• Produce and analyze theCustomer Contact Center's dashboards and performance indicators;
• Analyze data to identifytrends, gaps and opportu...