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Experience Centre Workforce Management Analyst

Contact Center
Vodafone Group
Thanks for your interest in the Experience Centre Workforce Management Analyst position. Unfortunately this position has been closed but you can search our 2,448 open jobs by clicking here.

Technical / professional qualifications:


  • Expert-Level background using MS Excel
  • Strong organisational skills
  • Excellent communication skills and ability to communicate across multiple channels
  • Demonstrated ability to create a forecast, measure forecast accuracy and readjust a forecast when necessary
  • Demonstrated ability to generate optimised schedules and understands scheduling templates, shift limitations and compliancy issues
  • Working experience in the use of a recognised WFM product
  • Excellent knowledge of Microsoft applications, specifically Excel
  • Knowledge of Contact Centre WFM, workflow and telephony technologies
  • Knowledge of ACD configuration, routing and skills based routing technology
  • Possess Leadership skills
  • Reporting and Analytics skills
  • Operations Oriented


Core competencies, knowledge and experience

  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Experience / Knowledge of core concepts of contact center planning including forecasting, scheduling, analysis and reporting of Contact Centre performance.
  • A comprehensive understanding of resource planning and forecasting processes
  • 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.
  • Experience working with a Workforce Management tool 
  •  (Preferably Avaya).
  • Ability to sit the entire work day viewing a computer monitor.
  • Ability to work occasionally evenings and weekends to meet deadlines.
  • Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.

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