- Real-time traffic analysis and monitoring and short/medium/long-term capacity staffing;
- Trend analysis on the various contact channels and the reasons for traffic deviations;
- Analysis of seasonality, trends, and support for forecasting activities;
- Implementation and optimisation of reporting models for monitoring KPIs;
- Coordination with operations for monitoring and sharing performance and KPI's status;
- Proactive intervention in customer care activities to make the workforce more efficient in relation to workload;
- Managing and processing shifts and optimising scheduling processes;
- Periodic data collection, analysis, and presentation to the various levels/BUs.
- Previous experience in Contact Centres (in-house or outsourced) in WFM (or reporting structures);
- Previous knowledge of the main volume distribution curves in the field (inbound, back office, outbound) with intra-week, and intra-day detail and the dynamics related to them;
- Excellent knowledge of the office package and ability to analyse and process data on Excel with advanced tools (e.g. macros, VB, data analysis tools) and to create DBs on access;
- Knowledge of reporting tools and processes and experience of the main tools used in customer care;
- Knowledge of the main KPIs related to customer care dynamics for different activities (inbound/outbound/back office);
- Project management skills of strategic or operational activities identified through analysis;
- Knowledge of the notions and tools for forecasting analysis and ability to create and implement forecasting models.
- An analytical person, able to process and critically analyse data;
- Teamwork-oriented with high interpersonal skills;
- An excellent communicator;
- Strong in organisational skills, a flexible and proactive person;
- A problem solver, able to make quick and effective decisions in high-stress situations based on real-time trends.
WFM Analyst - Milan, Italia - Satispay
Descrizione
Simplify payments to improve everyone's life
More than an app, Satispay is a great group of creative, innovative, curious and enthusiastic people united by a bold mission: to build the future of payments in Europe
We created a mobile payment network to revolutionize how people think about money, by creating a direct connection between consumers and merchants and removing all intermediaries in the process. We do it smart every day while being responsible for the impact of our choices. We believe in creating value for our network through constant collaboration. We work hard, we have fun, we write history.
If you want to know more about us, take a look here:
Join us as a WFM Analyst
What you will be doing
Joining Satispay means being a leader of change and innovation.
The role is based within our Headquarter in Milan, where - along with all the key people - as an active member of Satispay, you will take part in the WFM Team and you will be responsible for facilitating the efficient functioning of the accounting department of Satispay Group via a range of tasks.
Key responsibilities:
What we need
We are looking for brilliant talents willing to share our enthusiasm and passion for Satispay's project. If you're looking for a job where you challenge yourself, learn, and professionally grow, Satispay is the right place for you
You have:
You are:
Logistic & Salary
The role is based in Milan with a hybrid work policy.
We offer a competitive salary, commensurate with experience. Stock option plan available.
The selection process
Once we receive your CV, we will take the time to evaluate it carefully. Should there be a match for this or any other position at the Company, we will be in touch with you.
Our selection process may vary in the number and order of steps but generally includes an HR interview, technical evaluation and a final meeting in person. In case there is no match at the moment don't worry, we will make sure to keep your CV in consideration for future vacancies
Satispay is an equal opportunity employer, we do not discriminate based on race, color, religion, sexual orientation, gender identity or national origin.
We promote the inclusion and work integration of people belonging to protected categories - as regulated by Law 68/99.
This job opportunity is addressed to both sexes, in accordance with Laws 903/77.
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