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Xerox EMEA Digital Remote Support - Workforce Management Analyst in Lisbon, Portugal

EMEA Digital Remote Support - Workforce Management Analyst

General information

City: Lisbon

State/Province: Lisbon

Country: Portugal

Department: Technical Customer Services

Date: Thursday, November 25, 2021

Working time: Full-time

Ref#: 20014705

Job Level: Specialist

Job Type: Experienced

Job Field: Technical Customer Services

Seniority Level: Associate

Description & Requirements

About Xerox Holdings Corporation:

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

PURPOSE OF ROLE:

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.

MAJOR RESPONSIBILITIES:

  • Performs any other related duties as required or assigned.

  • Collaborate with GCC BA team and Operations Team on identifying opportunities to further optimize our workforce;

  • Provides analytical support when required;

  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction;

  • Processes management requests for modifications of scheduling events (meetings/ training, etc.);

  • Processes schedule trade requests for posted schedules;

  • Monitor attendance and schedule adherence;

  • Reconcile attendance daily with employee timesheets against schedule and time in/ time out reporting;

  • Prepare intraday reports on staff attendance;

  • Make real time decisions and changes that are in line with the business objectives and priorities;

  • Daily update of the forecast model and manages changes to scheduling to optimize staffing and enable that Services Level are achieved;

  • Make recommendations to leadership to adjust forecasting, based on input from capacity planning;

  • Develop and improve multiple forecasting models;

EXPERIENCE:

  • Experience in analyzing/ acting on data from reports;

  • Demonstrated history of taking initiative in projects/ strong independent working skills;

  • Ability to effectively communicate orally and in writing with co-workers, management team;

  • 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 organize information and have attention to detail and accurately follow procedures;

  • Ability to be highly organized with an emphasis on accuracy and timeliness;

  • Skills in complex problem solving, judgment, critical thinking and decision making;

  • Ability and willingness to learn new software applications;

  • Demonstrated strong analytical skills, with emphasis on forecasting;

  • Experience in workforce management and/ or ideally within a contact center environment;

  • Previous experience as a forecasting analyst;

  • Experience with Workforce Management software (scheduling, performance tracking, reporting), preferable in Genesys (Desirable);

SKILLS AND KNOWLEDGE:

  • Positive mental attitude;

  • Able to convey sensitivity and a positive approach to both colleagues’ needs;

  • Able to work as part of a team;

  • Aptitude for understanding and solving problems;

  • Able to work under pressure and deal positively with difficult situations;

  • Adaptability to focus on urgent issues/ prioritization skills;

ATTRIBUTES:

  • Excellent communication skills;

  • Show skills as a self-starter and self-organizer;

  • Self-Motivated to learn new skills to progress within the organization;

  • Resilient under pressure and adaptable to unforeseen work demands;

  • Able to maintain and project a helpful and courteous attitude in any circumstances;

  • Committed approach to team work;

  • Excellent attendance and punctuality record;

#LI-SR1

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 or expression, 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. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion! (https://www.xerox.com/en-us/jobs/diversity) People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.

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