Descrição da Função

We're looking for a Workforce Manager to join our AML team. In this First Line of Defense role, you will play a crucial role in maintaining the safety and integrity of our platform by actively preventing Financial Crime. If you're excited about keeping the bad guys out of the game and have high personal ethics, then this is the opportunity for you! What you'll be doing Assist in the development and maintenance of workforce management reports and dashboards to track key performance indicators (KPIs); Analyze workforce data to identify trends, anomalies, and opportunities for improvement in staffing levels and service levels; Support schedule optimization efforts by analyzing historical data and forecasting future staffing needs; Collaborate with cross-functional teams to gather requirements and ensure alignment on workforce management objectives; Participate in the documentation of standard operating procedures and process improvements; Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports; Identifies opportunities for process improvement via SQL, Macro automation Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, ) to ensure that daily service level objectives are met; Perform root cause analysis when action plans do not meet desired results; Complete and manage schedule exceptions/adjustments on a daily basis; Monitor intraday performance and support real-time staffing adjustments to maintain service level targets or case completion; Maintain and update WFM dashboards and reports to ensure data accuracy and timely visibility of key metrics; Job Qualifications Bachelor's degree in Business, Analytics, or a related field; English - minimum B2; 1 years of experience in data analysis or workforce management, preferably in a high-volume environment; Strong analytical skills with the ability to interpret complex data sets; Proficiency in Microsoft Excel, including experience with pivot tables and advanced formulas; Possess a valid work permit to work in Portugal and/or own European Union/Schengen Space nationality. Preferred Familiarity with workforce management software or tools; Experience with data visualization tools (e.g., Tableau, Power BI) is a plus; Knowledge of statistical analysis techniques and forecasting methods; Technical Skills and Relevant Technologies; Proficient in Microsoft Excel and data manipulation techniques; Basic understanding of SQL for data querying and analysis; Familiarity with data visualization tools to create impactful reports; Excellent communication skills, both verbal and written; Detail-oriented with strong organizational skills; Ability to work independently and as part of a collaborative team; Proactive mindset with a willingness to learn and adapt in a fast-paced environment; If this is the role for you, make sure to apply!

Localização

• Lisboa, Portugal