Docebo

Docebo

Workforce Management Analyst I

  • CDI 
  • Biassono

La tribu

Docebo

Docebo

    Le poste

    Workforce Management Analyst I

    • CDI 
    • Biassono

    About

    Docebo powers learning experiences for over 2,600 customers around the world with its easy-to-use, AI-powered Suite designed to close the enterprise learning loop. Docebo’s cloud-based solutions have been recognized by industry publications and analysts as the best enterprise learning technology platform.

    Docebo has grown exponentially over the past few years, and has successfully achieved 2 IPOs (TSX: DCBO & NASDAQ: DCBO).

    Docebo is now a team of 700+ innovators across the globe. They believe learning is for everyone, and that we all have something we can learn from each other. That’s how Docebo has built a diverse and inclusive community that appreciates one another, learns, and grows together.

    Job description

    As the Workforce Management Analyst I, you will be responsible for providing an excellent customer and employee experience by effectively delivering real-time (intra-day) management of operational resources with the purpose of optimizing the delivery of business objectives. Additionally, this role will require analytical thinking and ability to leverage data and metrics, supporting leadership in analysis and providing strategic business recommendations.

    As an Workforce Management Analyst I, a typical day might include: 

    • Provide real-time monitoring to make intra-day adjustments to maximize performance and achieve service level objectives
    • Maintain constant communication with Operations teams to manage staffing based on forecasted volumes vs actual incoming volumes
    • Provide detailed analyses to identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly and monthly basis to ensure the department remains optimal.
    • Lead team meetings on Workforce Management related trainings 
    • Create and manage schedules to address demand to achieve stated service level goals
    • Planning and entering schedules of our Technical Support Analysts around the globe to ensure our client access remains optimal
    • ​​Evaluate agent requests for schedule adjustments and determine approval/denial of requests. This may involve responding to manager escalations on scheduling issues
    • Based on independent data analysis, provides recommendations on ways to meet SLA's and minimize cost through recommendations to leadership on overtime needs or shortening shifts when appropriate
    • Contact agents and/or management when real time metrics identify customer service gap and recommend immediate corrective action be taken to improve service

    This job might be for you if: 

    • You have strong Excel skills 
    • You are extremely organized and analytical 
    • 1+ year experience in a contact center environment

    Bonus points for: 

    • Interest in growing your technical skills 
    • Previous Scheduling and/or resource capacity planning
    • Familiarity with queueing theory and workforce management software

    Meet the team

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