MHLS Workforce Management Analyst , MHLS

At MHLS, we're looking to hire a WFM Analyst to be part of the MHLS Workforce Management team. The selected candidate will be responsible for managing operational KPIs and site level performances thereby delivering as global WFM POC for the team. The expectation is to ensure effective management of the incoming and outbound phone, chat and email volumes by analyzing forecast details from Economists team and drafting way forward plans in terms of peak readiness, HC hiring etc. The position will have high visibility to all the operations teams from Costa Rica, the US and India.

Position Responsibilities:

• \tTo Analyze HC requirement based on recent volumes, trends and reporting it to LT team for visibility and discussion

• \tMonitoring real-time performance, adjusts off-line activities and provide guidance to leadership to ensure a consistent customer experience

• \tEnsure that Operational metrics like service levels, occupancy, PTL, utilization etc. are being met by all Orgs/skills at daily level

• \tReviewing weekly data of reports share by WFM on efficiency and daily metrics and provide insights on WBR/MBR/YBR narratives

• \tTo liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics

• \tTo ensure timely closure on all planning related activities like training & QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc.

• \tTo ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits

• \tTo mentor and develop fellow RTAs with all WFM required skills and knowledge

• \tTo deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs)

• \tTo ensure expected processes are followed by Operations, invent & simplify current processes to remove waste or non-value enablers

Experience/Skills

• \tStrong understanding of MHLS business and events impacting business

• \tStrong numerical and analytical skills

• \tDemonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances

• \tDemonstrated ability to communicate effectively in a multi-cultural environment

• \tDemonstrated ability to work under pressure

• \tDemonstrated effective time management skills

• \tAbility to effectively interact with employees at all levels of the organization

• \tAbility to maintain confidentiality

• \tDemonstrates effective communication and public speaking skills

• \tAble to give and receive feedback effectively

• \tPositive and enthusiastic work ethic

• \tDemonstrates resilience, drive and ownership for own personal development

• \tStrong attention to detail

• \tAbility to multitask

Basic qualifications

5+ years of WFM Management experience

resources

Experience in contact center operations

Bachelor's degree

Solid proven experience in a live queue contacts environment

Solid proven experience using contact center technology

High proficiency in Microsoft Excel

Experience in Contact Center Operations

Exceptional analytical skills

Preferred qualifications

5+ years of Human Resources experience

BASIC QUALIFICATIONS

- 3+ years of human resources experience

- Experience with HR processes and systems

PREFERRED QUALIFICATIONS

- Experience with process improvement and stakeholder management

- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards

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