Business Process Analyst, Senior

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Proactively oversee real-time performance across all global operations teams, pinpointing potential issues related to staffing levels, call volume surges, and compliance with schedules.

• Modify schedules and allocate resources in real-time to ensure that service levels are achieved, maximizing staff efficiency.

• Offer prompt and effective solutions to operational challenges, including call queues, technical support engineer (TSE) / agent availability, and unforeseen events.

• Create and analyze intraday reports to monitor key metrics, such as occupancy, service levels, and average handling time (AHT).

• Capable of evaluating workforce trends, staffing models, and operational data to formulate strategic recommendations that bolster business continuity, service level achievement, and long-term operational scalability.

• Deliver real-time performance updates to operations teams, leadership, and other key stakeholders, providing advice for enhancing performance. Proficient in translating complex workforce data into succinct, executive-level insights and recommendations aimed at senior leadership audiences.

• Exhibit strong critical thinking and analytical problem-solving abilities, with the capacity to proactively identify scheduling risks, operational deficiencies, and workforce inefficiencies before they adversely affect business performance.

• Implement real-time modifications to workforce plans based on demand, including the reallocation of TSEs/agents, skill-based routing, and schedule adjustments.

• Collaborate with the WFM scheduling team to ensure that shift changes and workforce adjustments are aligned with operational objectives.

• Coordinate with global teams to manage and synchronize staffing for multi-region and multi-time zone operations, ensuring a cohesive workforce across different markets.

• Address real-time incidents, such as system outages, weather-related disruptions, or unexpected spikes in contact volume, by making immediate operational changes.

• Partner with IT, operations, and support teams to address workforce needs during crises and ensure business continuity.

• Utilize real-time data to analyze and identify trends that affect workforce performance, TSE/agent productivity, and customer experience.

• Offer recommendations for process enhancements, staffing efficiencies, and improved resource allocation based on real-time observations.

• Contribute to ongoing improvement initiatives in workforce management processes by pinpointing areas of inefficiency or opportunity.

• Collaborate closely with Operations, Scheduling, and Forecasting teams to ensure that real-time management aligns with broader workforce strategies.

• Assist global workforce optimization efforts by sharing insights and contributing to the formulation of best practices.

⛳️ Requirements

• A minimum of 4 years of experience in a Scheduling Analyst, contact center operations, or workforce management role.

• Familiarity with workforce management tools (e.g., NICE, Calabrio, Verint, IEX, or comparable WFM systems).

• Strong analytical capabilities, with the ability to interpret real-time data and make swift decisions to optimize operations.

• Exceptional communication skills, with the ability to engage effectively with global teams and senior stakeholders.

• High attention to detail, problem-solving skills, and the ability to manage multiple tasks in a fast-paced environment.

• Willingness to work in a 24/7 environment, with flexibility to adapt to changing business needs across the Americas and APJ regions and different time zones.

• Experience in a global or multi-site contact center environment is advantageous.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• Retirement savings program

• And much more