Job Description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

• Responsible for understanding business processes in order to research, analyze, interpret and advise managers on findings of analysis around the chat volume and staffing of the CCC.
• Perform calculations and develop forecasts (short term, long term) to formulate responses/recommendations to specific queries from the CCC leaders.
• Support regular re-forecast efforts by utilizing budget forecast and details received in regards to additional impacts through the year.
• Track and maintain staff movement, chat volume, AHT, forecast assumptions vs actual chat volume.
• Support Vacation bid process, training efforts and other events to be planned.
• Provide Project Teams with process recommendations and workload/staffing forecasts, as required to support changes.
• Execute and distribute supporting models and analysis.
• Ensure models meet the requirements of partners and provide recommendations to leadership on the direction of the training plan and new hire training.
• Provide optimal schedule respecting guideline to meet the chat demand.
• Monitor real time chat services and react to plan variation
• Ensure to make all models visible, scientific and properly organized.
• Provide continuous improvements recommendations and strategies that increase and promote efficiency and optimization of effort.
• Provide support and maintenance to existing management information systems (MIS)
• Generate and distribute management reports in accurate and timely manner
• Provide recommendations to update current MIS to improve reporting efficiency and consistency
• Perform data analysis for generating reports on periodic basis
• Develop and support MIS system for performance management and internal communication

Job Category:

Customer Service / Operations

Posting End Date:

14/06/2026