Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
In this role, you will be responsible for performing key analysis related to all contact centers. You will ensure center performance is maintained at a consistently superior level as outlined by internal service level agreements and external vendor contracts. Analysis includes forecasting of all call type volumes, forecasting staffing needs, ensuring billing is compliant with contractual guidelines, and reviewing KPI reporting prepared by the centers.
What you will do
- Creates reports that will be used for capacity planning within the contact center.
- Analyze all the forecast process from the WFM Software and provide updates, reforecast, track accuracy% and be able to create manual forecasts.
- Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
- Proactively shift resources from one duty to another based on Forecasts scenarios and occupancy levels.
- Provides reporting and analysis needed to produce strategic direction, planning, and execution to meet/exceed profitability productivity, brand representation and efficiency goals for Equifax Inc.
- Provides reporting and analysis needed to manage performance and ensure partner satisfaction is fully delivered and contractual obligations are met.
- Supports efforts to continually improve business metrics to maximize resources and achieve operational excellence.
- Ensures customer service needs are met by coordinating and adjusting call/email volumes in a timely manner
- Monitors inbound/outbound call/email traffic and ensures efficient distribution based on staff availability.
- Assists in the establishment of key business metrics needed to monitor the performance of all customer call types handled by the centers.
- Communicate effectively and professionally with team members and stakeholders at all levels.
- Participates in client capacity planning and daily adjustments.
- Backs up WFM Analyst Entry duties as needed.
What experience you need:
- Bachelor's degree in a relevant field (e.g., Business Administration, Operations Management, Data Science) or equivalent demonstrable experience.
- Minimum of 3 years of proven experience in Workforce Management (WFM) or operations, specifically in scheduling and forecasting.
- Minimum of 1 year of experience applying statistical analysis techniques to improve operational efficiency.
- Proficiency in utilizing WFM tools and technologies, with at least 3 years of hands-on experience with platforms such as Genesys, Google CCAI, Aspect, Blue Pumpking, Calabrio, IEX, or any other.
- Advanced proficiency in Microsoft Excel or Google Sheets, including data manipulation, analysis, and reporting.
- Excellent English communication skills (both written and verbal), demonstrated by a minimum B2+ level on the Emmersion scale (C1 preferred).
What could set you apart:
- Attention to details.
- Ability to work independently and as part of a team.
- Ability to thrive in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Advance Student or Bachelor Degree in B.A., Industrial Engineering or Statistics.
- Experience in an Operations environment.
- Certifications in WFM or related fields.
- Service Industry experience strongly preferred
- Third Party / Vendor management operations experience strongly preferred
We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
