**ROLE PROFILE**
**JOB TITLE: Workforce Management Analyst (G33)**
**EXTERNAL JOB TITLE: Workforce Management Analyst (G33)**
**FUNCTION: Marketing**
**SUB FUNCTION: Digital Business Services**
**CITY & COUNTRY: Monterrey, Mexico**
**ROLE SUMMARY**
**ACCOUNTABILITIES**
- Provide ongoing operational analysis of engagement centre operations, advanced planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators
- Develop labour schedules to meet contact volumes and service levels
- Utilise specialized software tools to manage and forecast staffing levels for engagement centres
- Analyse engagement centre performance history to determine optimum off production activities as well as shrinkage and occupancy goals
- Monitors workforce management tools real time to maintain service level data
- Evaluates daily call trends
- Works with management to ensure agent adherence and/or conformance to schedules
- Updates any daily schedule exception
- Prepares time utilization, adherence/conformance, and weekly scheduling reports
- Creates reports utilized by the engagement centre for staffing/productivity measurements
- Assists in creating schedules/scheduling scenarios utilizing workforce management technology
- Responsible for daily, weekly and monthly reports which highlight EC performance
- Developing dashboards and creating reports and supporting users with them
- Process raw data, and present it to take business decisions
- Conduct problem case analysis exercises to assist in root-cause analysis and drive optimization in operations results
**EXPERIENCE, SKILLS, KNOWLEDGE **ESSENTIAL**
**Experience Required**
- Experience of contact centre best practices
- Demonstrated organizational skills
- C1 English level
- Experience multitasking
- Experience in handling raw data, analysing it and transforming it into relevant reports
- Proven Experience in Excel including utilising formulas, creating pivot tables, use of VBA, Macros, Slicers, etc.
**Technical / Functional / Leadership Skills Required**
- Advanced use of Microsoft Office
- Strong knowledge of workforce management tools and the ability to maintain them
- Strong functional analytical skills
- Process analytical skills in a contact centre environment
- Ability to create well organized, accurate and concise material and work documentation for organizational use
- Ability to work independently
- Ability to work in a fast paced environment with changing priorities
- Programming or mathematical skills
**BENEFICIAL**:
- Experience creating relational database queries (not indispensable)
**Education / Qualifications / Certifications Required**
- Bachelor's degree in related field
**WE ARE BAT**
At BAT we are committed to our Purpose of creating A Better Tomorrow.
This is what drives our people and our passion for innovation.
**See what is possible for you at BAT.
**
- Global Top Employer with 53,000 BAT people across more than 180 markets.
- Brands sold in over 200 markets, made in 44 factories in 42 countries.
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations.
- Diversity leader in the Financial Times and International Women's Day Best Practice winner.
- Seal Award winner - one of 50 most sustainable companies.
**BELONGING, ACHIEVING, TOGETHER**
Collaboration, diversity, and teamwork underpin everything we do here at BAT.
We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals.
**Come bring your difference!