Workforce Management Analyst – 11-month contract – Hybrid in Dublin

Workforce Management Analyst – 11-month contract – Dublin Hybrid - €67,500/annum pro rata

My client is a leading global tech media company – provider of hiring solutions, empowering companies to find the right talent for their organizations. We are hiring a Workforce Management Analyst who will enhance the member and customer experience by providing actionable staffing insights.

Key responsibilities in this role include analysing contact centre data and trends to create workload models, recommending solutions to improve overall operational efficiency, as well as maintaining a focus on meeting service level agreements and maintaining agent work/life balance.

What does the day-to-day involve?

• Analyse contact centre data and trends to create workload models.
• Recommend solutions to improve operational efficiency.
• Maintain focus on meeting service level agreements and agent work/life balance.
• Create forecasts of contact volume, handling time, and other workforce metrics.
• Determine headcount recommendations and hiring needs.
• Develop and evaluate agent schedules.
• Monitor resources real-time for consistent and timely service.
• Deliver accurate reports/dashboards with actionable insights.
• Maintain detailed records of contact centre data and trends.
• Create and maintain capacity planning models

What experience makes me an eligible candidate for the role?

• 3+ years of workforce planning or econometrics experience.
• Experience in creating demand, financial, or operational forecasts.
• Strong knowledge of MS Excel (vlookups, pivot tables).
• Experience with Data Analytics tools like Tableau, Power BI is a plus.
• Familiarity with workforce management systems (IEX, Genesys, Teleopti, etc.).
• Proficiency in MS PowerPoint for data analysis presentations.

This opportunity is an 11-month contract, hybrid in Dublin office at least 2-3 days, paying up to €67,500 per annum pro rata. To hear more about this position or to discuss your suitability to please reach out to Martyna in confidence on 016325049 or email your CV to martyna.sobesto@RECRUITERS.ie

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