Workforce Management Analyst

Pracovní nabídka

At Euro-center Prague, you'll join a diverse and dynamic team dedicated to providing exceptional support to clients worldwide. With access to state-of-the-art training, a supportive environment, and a multinational culture, this is more than just a job - it’s your chance to be a hero for those in need while building a rewarding career in the heart of Prague.

We are currently looking for an experienced Workforce Management Analyst to join our team in a Supervisor-level role within the ECA Central Team. In this position, you will take ownership of workforce planning in a dynamic 24/7 operation. This role is ideal for a data-driven professional who enjoys turning insights into action, optimizing workforce efficiency, and working closely with global teams to improve operational performance.

Key responsibilities:

• Own end-to-end Workforce Management (WFM) processes, including forecasting, capacity planning, rostering, scheduling, and real-time management.
• Develop and maintain capacity plans to ensure optimal staffing levels and alignment with business demand
• Prepare and deliver regular and ad hoc operational reports and performance dashboards
• Monitor key performance indicators (KPIs), analyze workforce performance, and provide actionable insights to optimize planning and operational efficiency
• Review forecast accuracy and continuously refine planning assumptions to improve workforce planning outcomes
• Identify performance gaps and drive continuous improvement initiatives through data-driven analysis
• Support the continuous improvement of WFM processes, tools, and reporting capabilities
• Collaborate closely with Global Operations teams and other cross-functional stakeholders.

Required skills and experience:

• Proven WFM experience, in a 24/7 environment. (Global Standards/Tools)
• Advanced Excel skills (including advanced macros)
• Experience with Power BI
• Experienced with telephony systems – Reporting & configurations (Genesys is highly preferred)
• Strong analytical and reporting capabilities (MS Office - Word, Excel & PPT)
• Advanced English speaker with professional fluency (spoken and written)
• Excellent organizational skills with strong attention to detail