Workforce Planning & Reporting Analyst

Alpha Card Brussels

Full time |  Permanent  |  2 year -   3 year  |  Salary type not mentioned Salary not mentioned  |  1 Jobs  | English,French

Job Description

Workforce Planning & Reporting Analyst
Our company

Alpha Card through the issuing of the American Express Cards (Consumer & Corporate) and VISA and Mastercard (Corporate) helps customers realize their dreams and aspirations by offering industry-leading benefits, access to unique experiences, business-building insights, and global customer care, enabling its customers to do more and achieve more.

We provide outstanding products and unsurpassed service that, together, deliver premium value to our customers.
The job

Candidate will serve as Workforce Planning & Reporting analyst in a Customer Service environment responsible for all WFM tasks. The Workforce Planning & Reporting Analyst plays a key role in optimizing resources in the Customer Service area in order to deliver a premium service to our customers. Key responsibilities include development of forecasts and capacity plan, scheduling, reporting, traffic control and telephony.

Principal Accountabilities

Forecasting: Develop and maintain forecasts for customer service activities per type in line with trends and seasonality of the activities and business plan. Analyze the actual volumes versus the initial forecasts and make adjustments where appropriate.  

Capacity Planning: Calculate the needed manpower to service customers based on forecasted activities and team KPIs.

Reporting:  Produce reports including workload trends, staffing requirements and key performance results to different audiences (Agents, TLs and Management) and at agreed frequency (daily/weekly/monthly/yearly).

Analyzing: Analyze existing reports and performances. Propose pro-actively recommendations and improvement points to the leadership team.

Planning: Prepare, communicate and maintain staff schedules for customer service teams. Manage changes to the schedules to ensure adequate daily resource coverage.

Real Time Management: Oversees real-time adherence to the schedule and report irregularities to TLs. Optimize performance through real-time adaption of skills and activities handled by agents.

Systems: Manage the use and update of telephony and workforce management software.
Skills and competences

2-3 Years experience in Workforce Management, preferably in contact centers with at least 50 employees.
Bachelor degree preferred or relevant work experience.
Experience with Workforce Management software (scheduling, performance tracking, reporting)
Demonstrated strong analytical skills, with emphasis on forecasting.
Ability and willingness to learn new software applications.
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to organize information and have attention to detail and accurately follow procedures.
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
Ability to effectively communicate orally and in writing with co-workers, management team, other departments and vendors.
Our offer

An ambitious and dynamic team that invests in growth, development and expansion.

A career in a growth environment, supported by two major shareholders: American Express and BNP Paribas Fortis.

An attractive remuneration package with fringe benefits.

We place great importance on doing what is right, what is best and what is innovative.

A friendly working environment within the financial sector.

A career with variety, room for ideas and initiative.


Bachelor degree preferred or relevant work experience.

Contact details

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