WFM Analyst

Duties and Responsibilities:

• Develops and improves e-learning content, training programs, and learning paths for WFM courses, focusing on skill and knowledge enhancement within the WFM Sagility Learning environment.
• Lead the creation and implementation of eLearning and classrooms that helped employees to improve their knowledge, which result in better preparation for internal process audits.
• Participates in projects to apply WFM practices to new business segments, develop new support capabilities, and work on new business engagements.
• Assists in providing and organizing training programs or sessions for the global WFM organization.
• Monitors and reports on the progress of WFM employees in assigned training programs or assessments.
• Responsible for overseeing the development, completion, and implementation of employee training programs, including the creation and deployment of WFM knowledge tests and assessments.
• Collaborates with stakeholders and various departments to identify training needs, develop new material, and provide additional knowledge or skill training, ensuring effective deployment of training courses through our LMS platform.
• Provide support in building knowledge of WFM processes.
• Performs all other duties as assigned.
   

Qualifications: 

• Minimum of 1 year of relevant experience in a similar role with a focus on reporting or the creation of learning modules and training platforms and in an operations agent role within a customer service environment.
• Minimum of 2 years of college education or a related degree is preferred.
• Advanced knowledge of multi-user Learning Management Systems (LMS) with exposure on different online learning or teaching platforms such as Moodle, Google Classroom, Lectora, TalentLMS, and other similar tools is a plus.
• Experience in creating tests or online assessments similar to Survey Monkey or FlexiQuiz, as well as building training materials for WFM employees, is an advantage.
• Advanced proficiency in MS Office programs (Excel, Word, PowerPoint, and Outlook),
• Effective written and verbal Business English. Paired with good communication and presentation skills essential for delivering updates or recommendations to a wide range of individuals.
• Ability to handle high-pressure situations and make prompt decisions with good problem signalling and solving skills.
• Developed project management skills including the ability to organize, host, plan, and participate effectively in meetings, making sure all tasks are completed and timelines adjusted as necessary to accommodate changes in priorities or deadlines.
• Basic knowledge within general contact center processes and operations along with an understanding of WFM fundamentals is preferred