Workforce Management Analyst

CQS SA stands as a premier leader in CRM services, proudly recognized as one of the "Leading Employers in Greece," and ranked among the top 500 companies with the largest workforce. With a strong presence across Greece, our team of over 1,650 professionals collaborates with leading organizations across industries including telecommunications, energy, gaming, IT, retail, banking, and insurance.

We are seeking a talented Workforce Management Analyst to join our team. In this vital role, you will ensure optimal staffing levels to meet business needs, analyze workforce trends, and implement solutions that drive operational efficiency. If you're ready to use your expertise to support our company's growth and make a real impact, we'd love to meet you

Main Responsibilities:

•  Analyze and forecast call volumes and workload to create optimal staffing schedules for operations, ensuring adequate coverage and minimal idle time
• Develop and maintain workforce management systems, tools, and processes to improve accuracy and efficiency in scheduling, capacity planning, and real-time monitoring
• Track and analyze employee performance metrics, including adherence, occupancy, and utilization, to identify trends and recommend improvements
• Collaborate with operations and business teams to adjust workforce plans in response to changing business needs, seasonal trends, and unexpected fluctuations in call volume
• Generate detailed reports and dashboards to provide insight into staffing levels, productivity, and key performance indicators (KPIs) for senior leadership and stakeholders
• Conduct root cause analysis on deviations from forecast and actual results, suggesting strategies to reduce variance
• Act as a liaison between workforce management and other departments, ensuring alignment on resource planning, business targets, and workforce capacity needs
• Develop actionable recommendations to improve workforce efficiency, streamline scheduling practices, and optimize resource allocation

Requirements:

• Bachelor's Degree in Mathematics, Statistics, Computer Science, Business Analytics, or a related field (Master's degree is an asset)
• At least 2 years of experience in workforce management or a related field within a call center environment
• Strong understanding of workforce management software (e.g., Genesys, NICE, Aspect) and strong knowledge in scheduling, forecasting, and capacity planning
• Advanced Microsoft Excel skills; familiarity with reporting tools like Power BI is advantageous
• Experience in data analysis with the ability to create and interpret reports, graphs, and KPIs to support business objectives
• Experience with PBX/CTI technology, or other relevant tools is an asset

Other skills:

• Strong customer orientation with a proactive approach to delivering high-quality outcomes
• Team player with a can-do mentality, excellent organizational, and problem-solving skills
• Strong time management abilities, able to work under pressure and independently with minimal supervision
• Effective decision-maker who can evaluate information quickly and take efficient initiatives
• Excellent communication skills with a collaborative mindset to work effectively with stakeholders across departments
• Strong interpersonal communication and analytical skills, with a keen eye for accuracy and attention to detail.
• Very good verbal and written communication skills in English

Benefits:

• Competitive salary and benefits
• Career opportunities within a dynamically growing organization.
• A working environment that supports taking initiative and action.
• Hybrid working model

Benefits

• Competitive salary and benefits
• Career opportunities within a dynamically growing organization.
• A working environment that supports taking initiative and action.
• Hybrid working model