Job description

About The Job

The position is located in the WFM improvement team within 5CA. The role deals with a variety of assignments I.e., the analysis of WFM KPI’s and data sets to gather business intelligence and insights; maintenance and creation of reports; maintenance of tools, and tool selection. The purpose of the position is the (further) development, implementation, and standardization of processes and methodologies for 5CA and developing a 5CA WFM Way Of Work, with the aim to work according to a quality standard like COPC.

Shift: 09.00 - 18.00 CET with Saturday and Sunday off.

Responsibilities

Developing and implementing (new) processes, procedures, policies, standards, and ways of working within the WFM department and according to the industry standards, taking into consideration the situation of 5CA.
Support with system migrations/system setup.
Support large improvement projects.
Create, document, and deploy the standard way of working.
Checks within operations if we are working according to our way of working, and if the SOPs are up to date, or adjust if necessary. Keep documentation up to date.
Deploying and developing standard files for scheduling/traffic/forecast/capacity; also, if we get new projects.
Help sales with RFP calculations.
Taking care of training for all WFM staff.
Responsible for project management within improvement projects.
Actively involved in WFM innovation.

About You

You are located in Egypt, South Africa, or the Philippines
Bachelor’s degree (preferably business administration/business information).
Preferably 1+ years working as a Scheduler or Real Time Management Analyst (traffic controller) in a multi-skill, multi-channel contact center.
Advanced experience in analytical skills.
Intermediate to expert level with Microsoft products (specifically Excel).
Insight into call center tools, as well as with a WFM tool (i.e., Verint, Injixo).
Advanced level of the English language.
Project and change management skills.
Preferably knowledge of COPC and Lean Six Sigma Skills.
Broad WFM experience.

Technical Requirements

A minimum internet speed of 10 Mb/s download and 10 Mb/s upload internationally.
A minimum of 8 GB RAM
A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer
An Intel Core i5-8260U or better/similar.
A smartphone usable for two-factor authentication that runs at least:

Android 8.0 or newer
Apple iOS 15.0 or newer

We Offer

The flexibility to work 100% remotely with no wasted commute time and travel costs
A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness
Innovative digital tools, and continuous opportunities for learning and development
Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few
Location-specific benefits

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