As Workforce Management Business Analyst, you will be part of the Performance Team that is responsible for reporting, planning and traffic management of the CSC. Within your duties you will focus on supporting the Back Office Operations team that is responsible for fraud management, order portfolio monitoring and follow up as well as Supply chain & logistics activities. The team ensures smooth running of omnichannel operations for the EMEA zone to ensure the best client experience.
Purpose of the role:
- Implement workforce management methodologies, process mapping, and optimization techniques, and make data driven decisions
- Reporting into the EMEA Operations Manager, support the delivery of service levels and productivity targets for all skills, working on real time and long-term action plans
- Understand our business drivers and levers in order to improve our efficiency
Responsibilities:
- Prepare monthly planning for Back office Operations team to ensure optimal coverage for all markets, including daily reference tasks of the team
- Provide support to Team Managers in adapting daily schedules as needed
- Support Team managers in creating weekly, monthly and quarterly KPI reporting in the most efficient manner
- Work with Fraud Manager on collecting and analyzing risk and fraud data, producing monthly reports and summaries
- Conduct real-time monitoring of service levels and incoming workloads to influence and positively impact performance metrics.
- Identify opportunities on processes, reports and KPIs that could be automated or facilitated
- Propose new techniques and technologies to improve current monitoring and reporting
- Identify and escalate needs and pain points for operations team on tools to ensure continuous improvement on efficiency and value creation
