Senior Workflow Analyst, Workflow

7 days ago


مصر, Egypt Souq.com for E-Commerce LLC Full time

Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience in working with MS Excel, VBA, SQL, Data Warehouse or business intelligence systems.
- Automation skills and experience of working on BI/automation.

Key job responsibilities
- Responsible for supporting and enhancing the performance of the site with respect to optimal staffing
- Responsible for creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site.
- React to changes in daily/weekly/Monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels.
- Work closely with data to proactively identify issues and take appropriate actions to minimize impact.
- Coordinate with WWCP team to accurately represent site capacity and future strategy
- Work as POC to support Global WF standardization project launch locally to improve efficiency.
- Contribute to World-wide workflow projects, like standardization work stream (Tools /report/process and etc.).
- Coordinate with Operations at network level with resolve the constraint and proactively engage resources by cooperating with CPA, HCP and etc. for long term process.
- Work with different business stakeholders and different sites/regions on details to balance resource(shift/cross-support mode) at network level.
- Owner/co-owner for flexibility and efficiency related initiatives/goals at the site and be responsible for initiating best practices sharing at a global level

Cairo, EGY
- Experience with the Workforce Management tools
- Automation skills and experience of working on BI/automation.
- Experience in managing programs/processes in high-volume, scalable environments
- Ability to handle business continuity plans
- Ability to work in a global environment and interact with global stakeholders.
- A history of teamwork and willingness to roll up one’s sleeves to get the job done.
- Innovative and creative in finding solutions/ designing improved methods, systems and processes
- Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement


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