Full Time Job

Real Time Analyst, CS Workforce Management


Amsterdam, Netherlands 07-10-2020
  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description

Netflix has a great opportunity for a Real-Time Analyst for WFM supporting our EMEA Customer Service footprint. This individual will be responsible for collaborating with cross-functional peers and multiple levels of leadership to balance productivity and performance across EMEA. You will be responsible for coordinating offline activities with operations in a way that achieves the customer experience as well as business needs, execute short-term adjustments to schedules and ensure the integrity of data within our systems of record by maintaining profiles and accurately accounting for time. To effectively support our business, candidates for this role must be proactive, detail-oriented, analytical, and possess the ability to execute the following skills:

• Deliver tailored messaging to targeted audiences
• Clear and concise, written and verbal communication
• Working knowledge of and ability to speak to WFM/contact center metrics and terminology

• Ability to identify emerging trends and measure impact to the business
• Through curiosity, research anomalies and delve into the 'why' behind the data
• Proactively distill data into actionable insights & recommendations

• Intermediate knowledge of Google's G-Suite and MS Office products
• Knowledge of common WFM Suites
• Knowledge of telephony platforms (Avaya CMS/ Cisco)

• 2+ years of work experience in a contact center
or 1+ year of WFM experience
• 1+ year experience with workforce systems such as; Teleopti, Aspect eWFM, Avaya CMS, IEX, Genesis, and/or Verint/Blue Pumpkin
• Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v-lookups, index match, pivot tables, etc.)
• Ability to work a flexible schedule, including nights, weekends, & holidays