Business Analyst - Cygnific

Are you ready to soar beyond merely forecasts from datasets to meet the service goals of our customer service? Challenge yourself as a Business Analyst within our Workforce Management team. As a Business Analyst you will advise operations management on how to balance the upcoming workload with the available resources. You will have forecasting and capacity management of our worldwide customer contact centers within your radar. By identifying areas for improvement and explaining variances in operational KPI’s (actuals, forecast and budget), you as a Business Analyst play an important role in the planning & control cycle of the organization and as such strategy implementation within Cygnific. You will collaborate with other departments to further professionalize and guide the Cygnific to new heights.

As a Business Analyst, you will have the following responsibilities:

• Analyse results and forecast contact volumes, productivity, and non-productive hours.
• Performance analysis to advise our planning and traffic control teams on how to optimise the capacity deployment.
• Based on your forecast advise operations which action to take in capacity management to meet all service goals.
• Participate in projects and originate new ideas, market innovations, and initiatives from your expertise to enhance (customer service) processes.
• Work closely together with finance on volume & capacity development to ensure the latest insights are always up to date on our financial expectations.
• Collaborating with your colleagues, youll contribute to further developing and improving WFM processes, tools, and data quality.

Cygnific is a proud daughter company of KLM. And we have sky-high ambitions ourselves as well: we want to be the most personal customer service team in the world. Our 1,500 high-flyers from 34 different countries contribute to this every day. In 11 different languages they offer 24/7 service with a smile to customers via email, telephone, live chat, social media, and WhatsApp. Not only in Amsterdam and Enschede, but our wings are also spreading to Wembley, Manila & Curacao

A job at Cygnific is more than just an office job. You will be part of an international team of positive, enthusiastic, and ambitious people. Cygnificans work hard, but also like to have fun. We really want to help clients and colleagues move forward. But most importantly: we are inclusive and open to each others opinions and cultures!

• A degree in the field of Business Economics, Econometrics or Applied Mathematics/Operations Research or at least 2 years of experience in workforce management or data management.
• Experience in business modelling and optimization of complex processes.
• Experience in (non) financial business analysis and advice
• Fluent in English, Dutch is preferred.
• Outstanding knowledge of MS Excel, and data-modelling, preferably experience with data-warehousing and –mining and SQL query language.
• You are assertive, adept at persuasion, and possess communication skills allowing you to engage at all levels.
• You are a team player that works accurately. Besides that, you are customer and result-oriented and you have strong judgement and problem resolution skills, which you can translate these for your stakeholders.