Posted:
Wednesday, 04 June 2025
Valid Thru:
Friday, 04 July 2025
Index Requested on:
06/05/2025 01:15:32
Indexed on:
06/05/2025 01:15:32
Location: La Ribera de Belen, H, , CR
Industry:
Other - Not Specified
Occupational Category:
13-0000.00 - Business and Financial Operations
Type of Employment: FULL_TIME
Only required for Germany, a division of DHL Express, is hiring!
Description:
Job Summary:
The Analyst in Workforce Management is responsible for coordinating and optimizing the performance of both Frontline and Backline Finance -Customer Facing operations. This role involves providing supervisors and management with the insights necessary for medium and long-term decision-making while managing short-term operational decisions on the floor. The Analyst will ensure optimal resource utilization, monitor performance indicators, and implement improvement plans to enhance customer experience quality and efficiency.
Key Responsibilities:
- Workforce Coordination: Analyze and organize staffing schedules to ensure adequate coverage for customer interaction volumes (emails, Calls, etc), including peak and off-peak periods.
- Performance Monitoring: Track key performance indicators (KPIs) such as service levels, abandonment rates, collection rates, adherence to the plan, etc., ensuring alignment with function goals.
- Forecasting and Planning: Conduct forecasting for volumes and staffing needs, adjusting plans as necessary based on real-time data and historical trends.
- Training and Development: Support and execute training programs for the agents when required, focusing on process mastery and quality assurance.
- Reporting: Prepare and present regular weekly and monthly performance reports to management highlighting achievements, areas for improvement, and training needs.
- Continuous Improvement: Collaborate with supervisors to develop and implement plans for continuous service level improvement, enhancing the overall customer experience.
- Communication: Maintain effective communication with supervisors and management to understand team dynamics and address any operational challenges.
Responsibilities:
Please review the job description.
Educational requirements:
Desired Skills:
Required Skills and Competencies:
- Analytical Skills: Ability to analyze data effectively to make informed decisions and recommendations.
- Communication Skills: Strong verbal and written communication skills to convey information clearly and concisely.
- Empathy and Interpersonal Skills: Ability to build relationships with staff at all levels, demonstrating respect and understanding.
- Responsibility and Accountability: Reliable in meeting commitments and delivering high-quality work with minimal supervision.
- Problem-Solving: Proficient in using mathematical techniques to address practical issues and optimize operations.
- Adaptability: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Qualifications:
- Education: Bachelor’s degree in Business Administration, Industrial Engineering, Finance, Customer Service, or related field.
- Experience: Minimum of 1 year in an analyst or workforce management role.
- Language Skills: Intermediate proficiency in English (B2 or above)
- Technical Skills: Proficient in Microsoft Excel and PowerPoint (intermediate to advanced level).
Benefits:
Please see the job description for benefits.