Workforce Management Analyst
At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.
Job Overview
- Analyze call arrival patterns and identify key drivers impacting call volume and handle time variations based on historical trends.
- Generate regular reports and performance metrics related to forecasting accuracy, scheduling efficiency, and operational performance.
- Resource Occupancy rates and Productivity analysis.
- Workload and FTE calculations.
- Report and analyze the Daily, Weekly, and Monthly Contact Center Performance Reports to internal stakeholders.
- Strong attention to detail and problem-solving skills.
- Strong business acumen
- Preferred knowledge of WFM Tool knowledge (Genesys Cloud (preferably), IEX, Verint etc)
- Quick Learner and ready to take on new role.
What your background should look like:
- Experience in Work force Management , Capacity Planning
- Experience in MS Excel, WFM Basics (Occupancy, Conformance, Schedule Adherence etc.),
- Understanding of Aux Usage, Data Proficiency.
- Good Communication Skills
Competencies
ABOUT TE CONNECTIVITY
TE Connectivity plc (NYSE: TEL) is a global industrial technology leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions enable the distribution of power, signal and data to advance next-generation transportation, energy networks, automated factories, data centers, medical technology and more. With more than 85,000 employees, including 9,000 engineers, working alongside customers in approximately 130 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedIn, Facebook, WeChat, Instagram and X (formerly Twitter).
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