Operations Reporting Analyst - Bulgaria Remote

Position Overview

Responsibilities:

• • Follow the updates in the Absence, Lateness & Planning mailing lists and promptly revise the schedule to reflect these changes.
  • Monitoring real-time adherence to schedules and adjusting as necessary.
  • Communicate the monthly or aggregation period totals of deficit or excess hours to WFM for clearance.
  • Ensure the local schedule is accurately updated with all changes by the end of each fiscal or calendar month.
  • Keep track of the preliminary schedules.
  • Identifying areas for improvement and implementing strategies to enhance performance.
  • Identifying and reporting any discrepancies between the local schedule, IEX, and Dayforce to the Workforce Management (WFM) team.
  • Maintaining records of PTO utilization for the account.
  • Ensuring optimal use of resources to meet service level agreements (SLAs) and client expectations.
  • Coordinating with the WFM department to allocate resources effectively.
  • Preparing regular reports on workforce metrics, capacity planning, and performance.
  • Maintaining accurate records of planning activities and decisions.
  • Working closely with operations managers, team leaders, and other stakeholders to align planning activities with business goals.
  • Communicating staffing plans and changes to relevant parties in a timely manner.
  • Participate in weekly WFM meetings.
  • Evaluating and refining planning processes to improve efficiency and effectiveness.
  • Track absence submissions in Dayforce, Aladin, or other applicable systems.
  • Using workforce management tools to enhance planning accuracy and efficiency.

Duties and Responsibilities

Requirements

• Previous experience in workforce management, capacity planning, or a related role is considered an advantage;
• Experience with workforce management software and tools, such as DayForce, Aladin, IEX Webstation is considered an advantage;
• Proficiency in Microsoft Office Suite, particularly Excel, for data analysis and reporting;
• Knowledge of key performance indicators (KPIs) relevant to BPO operations;
• Strong organizational and time management skills;
• Detail-oriented with a focus on accuracy;
• Advanced English skills required for daily tasks and communication..
  
  
  

Qualifications
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.


Physical Requirements

Company Overview
The Operations Reporting Analyst plays a key role in the delivery of timely and accurate financial (performance) reporting and analysis of reporting to ResultsCX management and clients. This role will help drive critical business decisions through analyzing metrics and designing reports, by gathering, analyzing, and compiling financial data needed to identify trends and patterns, then make recommendations for business actions.