Descrição da Função

Job Description - 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

• Workforce Management
• data analyst
• data analysis
• finance
• AML

Localização

• Lisboa, Portugal