We are looking for an Operational Analyst to join our growing team!
This role is essential for supporting operational decision-making through demand forecasting, capacity planning, and scheduling oversight across key customer service projects.
Key Responsibilities:
Workload Forecasting (Forecasting): * Analyze client-provided monthly forecasts across all projects and assess their applicability for operational planning. * Build internal monthly forecasts in a format consistent with client data structures. * Conduct weekly reforecasting for key projects based on deviations or at the request of the operations team. * Maintain and regularly update heatmaps of hourly and weekly workload distribution for key accounts.
Сapacity Planning: * Perform monthly calculations of personnel and recruitment needs in an agreed reporting format. * Perform monthly headcount planning. * Identify and communicate weekly staffing and scheduling gaps to the WFM manager. * Prepare weekly staffing plans split by CR, OC, and Back-office directions.
Scheduling Management: * Develop and formalize scheduling procedures for the Call Center and Live Chats. * Manage operational schedules and supervise scheduling specialists working.
Required Skills and Qualifications: * Strong proficiency in Microsoft Excel, including advanced formulas and pivot tables. * Solid knowledge of statistics and mathematical modeling techniques. * Basic proficiency in SQL (data extraction and transformation). * Experience working with large datasets (big data) and analytics tools. * Bachelor’s degree in Economics, Mathematics, Statistics, or a related field. * B1/B2 English * High level of analytical thinking, attention to detail, and independence in decision-making.
Nice to Have: * Previous experience as a Workforce Management specialist in a contact center. * Previous experience as a financial analyst or economist in operations or service-based companies. * Experience with BI tools (e.g., Power BI) for building reports and visualizing operational trends. * Understanding of contact center workflows and service metrics.
We Offer: * Stable and competitive salary: base salary + monthly performance bonus. * Comfortable work schedule: standard five-day work week (e.g., 9:00–18:00 / 10:00–19:00). * Hybrid and remote work options: flexible work conditions with a focus on reliability and productivity. * Development and career growth: opportunities to grow within an international dynamic company. * Supportive team environment and access to internal knowledge-sharing and training programs.
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Job ID:
133319
Требуемые навыки:
Bigdata, Excel
Зарплата:
$750–900
Регион:
Київ, Львів, Дніпро, Полтава, за кордоном, віддалено
