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Senior Workforce Management Analyst

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Emma – The Sleep Company

15d ago

  • Job
    Full-time
    Senior Level
  • Data
  • Quick Apply

AI generated summary

  • You have experience in capacity planning or workforce management in a contact center, strong analytical and communication skills, and are detail-oriented and organized, both independently and collaboratively.
  • You will forecast staffing needs, optimize schedules, analyze performance metrics, generate reports, collaborate with teams, and drive process improvements to enhance operational efficiency.

Requirements

  • You have proven experience in capacity planning, workforce management, or a similar role within a contact center environment.
  • You possess strong analytical skills and proficiency in data analysis tools and software.
  • You have excellent communication and interpersonal skills.
  • You are capable of working independently as well as part of a team.
  • You are detail-oriented with strong organizational skills.

Responsibilities

  • Calculate and forecast staffing requirements to ensure accurate capacity planning, with a focus on improving forecast accuracy based on historical data and projected volumes.
  • Develop and manage both long-term and day-to-day staffing strategies, creating and optimizing staff schedules to ensure consistent coverage while maintaining adherence to key service level agreements (SLAs).
  • Monitor and analyze critical performance metrics, including Forecast Accuracy, BPO Cost, and Performance SLAs, alongside operational KPIs like AHT, CPH, and occupancy rates, to identify trends and drive continuous improvement.
  • Generate regular and comprehensive reports on staffing levels, performance metrics, and cost efficiencies, providing insights to support both tactical decisions and long-term strategic planning.
  • Collaborate closely with team leads, managers, and external stakeholders to align staffing strategies with broader business goals and customer service objectives, ensuring effective execution and alignment across the organization.
  • Identify opportunities for process improvements and implement strategies that enhance both operational efficiency and long-term effectiveness, driving continuous improvement initiatives that support the company’s strategic goals.

FAQs

What are the main responsibilities of the Senior Workforce Management Analyst?

The Senior Workforce Management Analyst will be responsible for calculating and forecasting staffing requirements, developing staffing strategies, monitoring performance metrics, generating reports, collaborating with team leads and managers, and identifying opportunities for process improvements.

What qualifications are required for this position?

Candidates should have proven experience in capacity planning or workforce management within a contact center environment, strong analytical skills and proficiency in data analysis tools, excellent communication and interpersonal skills, ability to work independently and as part of a team, and strong organizational skills with attention to detail.

What kind of work environment does Emma promote?

Emma promotes a pet-friendly work environment and values collaboration within multinational teams. They focus on innovation, inclusivity, and creating enjoyable experiences for their employees.

What kind of benefits do employees receive at Emma?

Employees at Emma receive discounts on products, health insurance (including dental), 24 days of holidays per year (plus an additional day for each year worked, up to a maximum of 29 days), and exciting team events.

What is the company culture like at Emma?

Emma's company culture is described as ambitious and hard-working, where employees are encouraged to push boundaries, innovate, and create impactful ideas while promoting diversity and inclusion in the workplace.

How does Emma assess performance metrics?

Performance metrics are monitored and analyzed by reviewing critical metrics such as Forecast Accuracy, BPO Cost, Performance SLAs, and operational KPIs like AHT, CPH, and occupancy rates to identify trends and drive continuous improvement.

What does the hiring process look like?

Emma aims to respond to applicants within a couple of days. However, due to a high volume of applications, there may be delays in the process. Candidates can expect to be contacted as soon as possible regarding their application status.

Emma – The Sleep Company

Awakening people to their full sleep potential. One night at a time.

Manufacturing & Electronics
Industry
1001-5000
Employees
2013
Founded Year

Mission & Purpose

We are Emma – The Sleep Company. We revolutionise sleep by pushing the boundaries of what technology can do for rest. Our aim is to awaken people's best by enhancing their sleep. We are one of Europe’s fastest-growing sleep innovation companies representing over 65 nationalities at our international offices in Frankfurt, Lisbon, Manila, and Mexico City. Our work culture is built on strong values promoting community, agility, and ownership. Growth and excellence in all areas are important to us, which is why we offer our team members opportunities to unlock their full potential professionally and personally. Emma proudly celebrates diversity. We are an equal opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability or age.