WFM Real - Time Analyst
QuinceSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Gaming, Customer Service, Online GamingIndustries
Requirements
Candidates should possess a completed higher education in Administration, Engineering, Statistics, Information Technology, or a related field, along with a minimum of 3 years of experience in operational planning/WFM positions within a contact center, preferably in the iGaming sector, technology, or companies offering 24/7 service. They should have experience in preparing work shifts under the CLT regime and interpreting labor standards, and demonstrate proficiency in WFM tools such as Genesys, Verint, or similar, Zendesk, Slack, Google Apps, Power BI, or data analysis tools, as well as advanced Excel skills.
Responsibilities
The Workforce Management Specialist will be responsible for executing activities related to planning, dimensioning, scheduling, and real-time monitoring of the workforce (WFM) of a customer service operation (voice, chat, email, and digital channels), ensuring adequate team coverage 24x7 and adherence to labor legislation (CLT). This includes creating and maintaining monthly work shifts based on demand forecasts, respecting CLT requirements, managing scaling based on contact volume and SLA, monitoring daily compliance with planned shifts, proposing corrective actions, collaborating with Operations, HR, and Legal areas to ensure legal compliance and time control, performing operational performance analyses, proposing adjustments to shifts, headcount, or processes, participating in meetings with operations leadership, implementing and managing WFM tools, and contributing to process automation and standardization.
Skills
Workforce Management
Scheduling
Real-time Monitoring
Workforce Planning
Demand Forecasting
Labor Legislation Compliance
Operational Performance Analysis
Process Automation
Data-driven Decision Making
English Fluency
Braze
Customer engagement platform for marketers
About Braze
Braze provides a customer engagement platform that helps brands connect with their customers effectively. The platform allows marketers to gather and utilize data from various sources to engage customers in real-time across multiple channels. Key features include cross-channel messaging, journey orchestration, and AI-driven experimentation to optimize marketing efforts. Unlike many competitors, Braze focuses on creating personalized experiences for users, catering to a wide range of clients from small businesses to large enterprises. The goal of Braze is to enhance consumer relationships and improve brand loyalty through effective engagement strategies.
Key Metrics
New York City, New YorkHeadquarters
2011Year Founded
$177.7MTotal Funding
IPOCompany Stage
Data & Analytics, Consumer Software, AI & Machine LearningIndustries
1,001-5,000Employees