WFM System Analyst

Location: Amsterdam, Noord-Holland NL

Notice

This position is no longer open.

Job Number: 271

Position Title: Individual Contributor - Professional Function

External Description:

The role of the WFM System Analyst is to provide support of the WFM applications across our global CS landscape.  The successful candidate will be responsible for the architecture of Netflix’ WFM system and work alongside 3rd party vendor teams to maintain continuity of the global WFM platform.  

Duties/Responsibilities

Technical:

  • Responsible for maintenance and architecture of the global Netflix WFM system
  • Triage and troubleshoot issues with Netflix’s workforce management toolset
  • Responsible for WFM system upgrades and competency development within the WFM team
  • Conduct comprehensive analysis to reconcile multiple data systems (ACD, WFM, CRM, etc)
  • Responsible for user and employee record onboarding
  • Be a steward of technology and be accountable for the design and implementation of new systems, and also for maintaining and enhancing existing systems to meet business goals and needs
  • Responsible for the successful integration of any adjuncts attached to the WFM platforms (payroll, HRIS)

Communication & Partnership:

  • Serve as a technical advisor to the workforce management community, both internal and external
  • Provide data analysis to leadership that drives efficiencies within the call center to include:
    • Call volume analysis, AHT, and shrinkage trends
    • Workforce management analysis
    • Capacity planning and utilization
  • Handle business partner relationships maturely and professionally; foster good working relationships with business partners and IT peers
  • Foster an inclusive, collaborative environment within the team, with enterprise architects, Infrastructure, Support, and with other IT teams
  • Understand company goals and initiatives, communicate vision, and align team goals to company goals
  • Develop and establish team standards and procedures

Qualifications

  • Extensive working knowledge of Workforce Management Platforms (NICE IEX, Aspect WFM, Teleopti, etc)
  • Expert level Excel skills (complex calculations, pivot tables creation/manipulation, external data links, macros,VBA)
  • Understanding of data mining/SQL
  • Strong math and PC skills
  • Understanding of statistical methods and call center planning methodologies, specifically Erlang-C calculations
  • Ability to gather and combine complex data from multiple sources
  • Highly analytical with a minimum of 3-5 years experience working in large call centers in workforce management analyst role.

NetflixCS provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender, gender identity or expression, age, disability, pregnancy, childbirth and related medical conditions, genetic makeup, marital status, military service, or any other classification protected by applicable local laws.

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Location_formattedLocationLong: Amsterdam, Noord-Holland NL