Xerox Workforce Management Analyst - English Speaker in Lisbon, Portugal
Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever ascustomers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.
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The Workforce Management Analyst core task is to create the best forecast, staffing and schedule for the business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
In order to achieve this, the WFM Analyst will be required to be able to develop and improve multiple forecasting models and•make recommendations to leadership to adjust forecasting, based on input from capacity planning.
As well, the WFM Analyst will work close with Operations to ensure attendance records and compliance with the schedule to enable that KPI and company standards are followed.
SCOPE OF ROLE
Key responsibilities will include forecasting, scheduling and attendance functions.
Develop and improve multiple forecasting models.
Make recommendations to leadership to adjust forecasting, based on input from capacity planning
Daily update of the forecast model and manages changes to scheduling to optimise staffing and enable that Services Level are achieved
Make real time decisions and changes that are in line with the business objectives and priorities
Prepare intraday reports on staff attendance.
Reconcile attendance daily with employee timesheets against schedule and time in/time out reporting.
Monitor attendance and schedule adherence.
Processes schedule trade requests for posted schedules
Processes management requests for modifications of scheduling events (meetings/training, etc.).
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Provides analytical support when required.
Collaborate with GCC BA team and Operations Team on identifying opportunities to further optimize our workforce.
Performs any other related duties as required or assigned.
Experience with Workforce Management software (scheduling, performance tracking, reporting), preferable in eWFM. Desirable
Previous experience as a forecasting analyst
Experience in workforce management and/or ideally within a contact centre environment
Demonstrated strong analytical skills, with emphasis on forecasting.
Ability and willingness to learn new software applications.
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to organize information and have attention to detail and accurately follow procedures.
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
Ability to effectively communicate orally and in writing with co-workers, management team.
Demonstrated history of taking initiative in projects/strong independent working skills
Experience in analysing/acting on data from reports
Skills & Knowledge:
Adaptability to focus on urgent issues/prioritization skills
Able to work under pressure and deal positively with difficult situations
Aptitude for understanding and solving problems
Able to work as part of a team
Able to convey sensitivity and a positive approach to both colleagues’ needs
Positive mental attitude
Excellent attendance and punctuality record
Committed approach to team work
Able to maintain and project a helpful and courteous attitude in any circumstances
Resilient under pressure and adaptable to unforeseen work demands
Self-Motivated to learn new skills to progress within the organization
Show skills as a self-starter and self-organizer
Excellent communication skills
Title: Workforce Management Analyst - English Speaker
Requisition ID: 19004477
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.