Resource Coordinator (Service Support Center and Global Operations)
Prague, Czech Republic
před 7 dny

As a Workforce Management Analyst you willplay an essential role in the daily coordination of assignments to ITsupporters and assignments to our 2nd or 3rd level BackOffice technicians.

You will be part of a global resource planning team with professional colleagues supporting our Global Operations Services area worldwide.

TheWorkforce Management Analyst is responsible for collaborating with theoperational leadership on the day to day staffing activities, demandforecasting, scheduling, and analysis of service delivery.

The Workforceanalyst will provide guidance on resource management to ensure optimal deliveryof service, drive organizational betterment through Workforce Management,maximize the customer experience and improve metrics.

Yourprimary responsibilities as Workforce Management Analyst

  • Support the management team in handling daily operations and resource allocation in Service Desk and Global Operations Services (750+employees)
  • Preparing and facilitating Daily / Weekly status meetings with Mgmt. in the different areas with follow up on KPIs, current operational issues etc.
  • Daily follow up and processing of requests from IT supporters e.g. Vacation requests, meetings and training etc. from Service Support Center.
  • Handle task allocation in our Task Management function in Global Operations Services area
  • Manages changes to scheduling to ensure adequate daily resource coverage
  • Analyzing and incorporating key business drivers, initiatives, and growth into the demand forecast
  • Initiating relevant procedures during major incidents affecting all areas
  • Supporting your own team in work force management tasks including continuous forecasting and creation of work schedules
  • Updating all relevant documentation related to the work as Workforce Management Analyst
  • The team operates on different locationsaround the world covering local day times but work during evening’s local timesis to be expected.

    Qualificationsand experiences

    As a Workforce Management Analyst you :

  • have knowledge of Service Desk dynamics, staffing strategies, staffing execution, and performance management
  • have solid understanding of ITIL processes
  • have worked in IT environment for 2-3 years
  • have excellent organizational and analytical skills focused on forecasting, scheduling, and compliance monitoring
  • have ability to work independently, interpret data, identify trends, and formulate solutions to staffing scenarios
  • have excellent oral and written communication skills in English
  • are results oriented with a strong sense of accountability and urgency
  • have excellent interpersonal and collaboration skills with a global team
  • have experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Due to the nature of the Service Support Centreand Global Operations Services the job involves both repetitive routines andurgent issues to be handled during e.

    g. Major incidents. Good time managementis therefore required and the ability to take responsibility and ownership ofyour tasks as part of a team.

    In this role you have a unique opportunityto influence people and process around you, take your chance and join us.

    Employee benefits

    We offer an attractive salary package according to your experience and seniority. Your dedication and results are additionally rewarded with personal performance bonuses.

    We also offer :

    The opportunity to work in a multicultural company

    Friendly and dynamic work environment

    Educational courses & training

    Opportunities to learn and grow within a company or in other areas like soft skills, leadership, etc.

    Meal vouchers

    MultiSport card enabling free entry to over 250 sport facilities in Prague


    Flexible start / end of working hours

    Occasional work from home

    Foreign business trips

    Language courses of Czech for foreigners

    Fresh fruit and tea / coffee in the office

    Corporate Events (Friday breakfasts, Friday bars, Kick-off party, Summer party)

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