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Workforce Management Analyst (Amsterdam, Netherlands)
Netflix
Amsterdam, , Netherlands
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At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch. Our members need our help from time to time, and that’s where our Global organization focuses; providing amazing interactions with our subscribers around the world. Our goal is excellence, simplicity and getting our subscribers back to streaming.
Netflix Global is recruiting for a Workforce Management Analyst to support our operations in Europe. As a WFM analyst, you will be responsible for supporting front line agent scheduling, reporting, and workforce management analytics. You will be based in Amsterdam but will work cross-functionally across many time zones, especially with the US Global WFM team, and will require a flexible worker for the role.
To effectively support the team, candidates for this role must be energetic, with long/short term workforce management planning and modeling experience. The performance expectations for this role are high, so only those prepared for growth and excited for a new challenge should apply.
Responsibilities:
• Administration of Aspect WFM software for our EMEA centers
• Track, analyze, and report center and agent performance using reports from multiple sources ie: Microstrategy, Aspect
• Analyze and report on shrinkage data and trends, including absenteeism Leverage our Aspect software to recommend optimal schedules for agents
• Be responsible for the tracking and auditing of all headcount for our EMEA centers
• Make recommendations on discretionary activities, such as holidays, trainings, and meetings
• Partner with our Capacity Planning team to develop and administer center-wide shift realignments
• Participate in weekly staffing review meetings with management detailing previous and current week’s performance. Make recommendations to mitigate risks
• Create overtime recommendations based on short term staffing gaps
• Perform other duties and assignments as directed
Qualifications/Competencies:
• Must have at least two years of workforce management experience or equivalent, with at least one year of call center specific experience
• Knowledge and prior experience with Aspect WFM is strongly preferred
• Ability to partner with Operations to ensure plans are being executed appropriately proficient in MS Word, MS Excel, MS PowerPoint, Google Docs
• Have a strong understanding of Dutch labor laws as it pertains to agent scheduling requirements
• Strong mathematical, analytical, communication, and organization skills
• Self-motivated and must excel in a high profile position with minimal direct supervision
• A team player who collaborates well in a multi-functional environment
• Previous experience with ACD reporting and administration experience desired
• Fluent/Native English speaker, working knowledge of another European language is an advantage