General Information
Location Work at Home
Job ID 12321
Job Category Operations
Language Requirement English
Description & requirements
Description
Transcom is a global community of customer experience experts – nimble, driven, and committed to the brands we serve. Join us as a Junior Resource Planning Analyst, where you will ensure that our organization's resources are planned and used effectively to meet short and long-term goals. Ready to make an impact? Apply now and let’s start something brilliant!
Join Transcom as a Junior WFM Analyst!
Be on the front line of efficiency for our team and deliver impactful work on a company level. In this role, you will bridge the gap between business demand and resource availability to ensure the right resources are in the right place, at the right time.
In this role, you will:
Manage forecasting, create schedules, and optimize resource allocation across teams;
Analyze historical data and apply or develop predictive models to provide insights that support strategic decision-making;
Work closely with various departments to ensure resource availability aligns closely with business needs and customer demand;
Drive continuous improvement by proactively identifying gaps and optimizing schedules;
Ensure administrative and operational excellence by maintaining accurate planning data and performance monitoring.
What's in it for YOU!
International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
Continuous development through our internal learning platforms and external training;
Endless growth opportunities: 90% of our managers and leaders started their careers as customer service specialists;
Modern and comfortable office and relaxing spaces to take a break;
Flexible work schedule and life-work balance.
To be successful in this role, the following is needed:
Proficiency in English at a C1 level (written and spoken);
Minimum studies: Preferably a University degree in Economics, Business Administration, Statistics, Mathematics, or similar (equivalent extensive experience in a similar function will also be considered);
Previous experience: Minimum of one year's experience as a Data Analyst, RTA, Workforce Planner, or similar role. Experience within the Contact Center sector is a distinct advantage; (Internal candidates: Experience as a Quality Analyst, RTA, or Team Leader is highly valued);
Specific training: Solid knowledge of data analysis systems and statistics;
High-level IT skills: Advanced proficiency in Google Sheets/MS Excel, and intermediate-to-high proficiency in Word, PowerPoint, and email communication. Basic knowledge of WFM software or scheduling/forecasting tools is preferred but not mandatory;
Core competencies: Strong analytical thinking, problem-solving, proactive planning, organizational capacity, and a sharp focus on quality and results;
Key traits: High integrity, excellent multitasking abilities, a team-player mindset, and the flexibility to adapt quickly to changing business needs.
Life at Transcom
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom, taking their potential and turning it into skills for the future. We value working hard, being a team player, and supporting others. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
IMPORTANT: The CV uploaded must be in English.
Transcom is a global customer experience and business process outsourcing company that serves major brands across fintech, technology, energy, and other industries. The company specializes in providing customer service solutions including support operations, workforce management, and security services across multiple languages and time zones. Transcom operates a community-driven model focused on employee development, with 90% of managers and leaders who started in customer service roles. The company handles customer interactions through phone, email, and other channels while maintaining high standards for customer experience and operational excellence.
