Workforce Management & Risk Analyst

Workforce Management & Risk Analyst

• 12 months contract role with an option to extend

Our Client

• One of the biggest social media sites across the globe

The Opportunity
This role will be focused on the functional scope of workforce management and risk management. The role will provide support on vendor operational and risk process audits, workforce management administration, and vendor adherence to the agreed Key Performance Indicators (KPIs).
Job Responsibilities:

• Manage the vendor adherence to service level agreements for the outsourced sales operations
• Collaborate with vendor workforce management POC at the vendor sites to ensure the implementation and compliance to established KPIs
• Develop and maintain regional workforce management KPI reporting for senior management
• Maintain a log on vendor operations exposure to risk and share findings with regional Sales Productivity PMs
• Conduct operational process audits and ensure closure of the corrective actions required at the vendor level
• Identify and provide feedback on bottoms-up tool and workforce management process efficiency gains with analytical perspective

Your Background

• Must have call center and workforce management experience
• Has 5+ years of experience in a vendor operations, change management or operational process improvement role
• A Bachelor's Degree is preferred
• Process and detail-oriented execution style
• Critical thinker and resourceful problem-solver
• Comfortable with ambiguity and thrives in a fast-paced, dynamic environment
• Receptive to open feedback
• Good written and oral English communication skills