CQS S.A.

Business Analyst

• 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

Workforce Management Analyst

• Understand and analyze business requirements and transform them into functional specifications
• Generate insightful analysis, reporting and data visualization to answer critical business questions, proactively identify notable trends and communicate business performance.
• Consult with other experienced analysts to develop dashboards and metrics in order to identify key performance drivers and uncover unique insights.
• Take ownership and develop customer’s reports that provide all the information needed.
• Work closely with the operational stakeholders and consult them through analysis in order to reach their targets.
• Oversee and assist in real time Monitoring
• Communicate targets and expectations to all stakeholders in a timely and clear form.