CQS S.A.

Workforce Management Analyst

CQS S.A.

full-time

Posted on:

Location Type: Hybrid

Location: Athens • Greece

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About the role

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementschedulingforecastingcapacity planningdata analysisreportingroot cause analysisperformance metricsKPI interpretationresource allocation
Soft Skills
collaborationcommunicationanalytical thinkingproblem-solvingrecommendation development
Certifications
Bachelor's DegreeMaster's Degree