Workforce Planning Analyst

Are you looking to join a diverse, international, world class Contact Centre environment (with teams speaking over 15 official languages)?

Louis Vuitton is seeking a Workforce Management Business Analyst based in our Client Services Center in Brussels, Belgium. in this position, you will be a leader with a demonstrated ability to implement workforce management methodologies, process mapping, forecasting, and optimisation techniques, and make data driven decisions. Reporting into the Client Service Performance Manager, you will support the delivery of service levels and productivity targets for all skills, working on real-time and long-term action plans. You will understand our business drivers and levers in order to exceed our clients’ expectations

You will posses high emotional intelligence and work as a partner to the managers and Client Advisors, coaching and advising them to create a relationship of trust and collaboration to driver service levels and deliver an exceptional client experience.

WORKFORCE PLANNING

• Utilising Workforce Management tool, proactively plan and implement in real-time daily forecasting and scheduling of call center resources, in support of all channels (phone, email, chat, social media, and written correspondence)
• Provide frequent reports and analysis on trends, produce effective forecasts for future contact volumes and adjust employee schedules and planning as necessary
• Analyse data to outline any reasons for under/over performance and recommend actions to improve performance.
• Support the production, communication, & implementation of service level action plans
• Develop relationships with management and Client Advisors.
• Communicate and interact effectively with operations and support functions to provide internal clients with information/data needs in a timely manner.
• Monitor adherence to productivity and SLAs.

QUALIFICATIONS

• 5+ years of experience in workforce planning/management is essential, ideally in a Contact Centre environment
• Advanced MS Excel skills (pivot tables, complex formulas, VBA / Macros)
• Experience with forecasting and schedule generation
• Proven comfort/experience communicating and influencing across job levels with both internal and external partners
• Demonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change
• Exceptional analytical and quantitative skills
• Strong Interpersonal skills and ability to provide feedback in a constructive and professional way
• Experience with Workforce Management tools and systems (ideally Calabrio)

EDUCATION:

• BA or BS in Engineering/Economics/Business or similar field of study

LANGUAGES:

• Fluent in written & spoken English

By joining Louis Vuitton, you will receive a generous benefits package, including but not limited to supplementary Hospitalisation + Outpatient medical insurance (including dental) , pension plan, employee referral bonus program, lunch vouchers, and employee discounts. In addition to working with the most talented and inspirational leaders within the luxury market you will also have an opportunity to attend industry renowned training and have access to unparalleled career opportunities both within Louis Vuitton and the LVMH Group.