Continuous Improvement Analyst

About Us:

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence. 

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers. 

Role overview:

This position is critical in maintaining CS Teams Level Agreement goals and scheduling workforce in the correct and efficient manner – combining employee and customer satisfaction.

Continuous Improvement Analyst will work closely with all teams within Customer Support departments.

What you will do:

• Creates work schedule in correct and timely matter, publishes and ensures awareness
• Takes care of work schedule matching and combining business needs and employee work-personal live balance
• Analyzes the workload of incoming queries, staff productivity/availability - actuals and trends to build daily/weekly/monthly staffing/scheduling plans to ensure appropriate resource allocation in order to timely respond to the customer needs
• Uses analysis results to forecast intervals for customer query arrival
• Builds staffing and scheduling plans to meet business unit goals and objectives
• Maintains the scheduling system by obtaining and keying information, such as time off requests, requests for schedule changes, attrition, new hires, trainings, etc., then adjusting plans as necessary
• Maintains and produces a variety of reports in a timely and accurate manner, especially related to KPI and quality
• Maintains historical workload patterns. Gathers and analyzes historical data to build predictive staffing models and forecasts, makes staffing plans
• Confronts predictions vs actuals adjusting plans according to the trends
• Supports absence planning within the department giving recommendations, sharing plans for absence utilization and ensuring no backlogs
• Performs ticket analysis to identify key reasons for incoming queries and proposes solutions/processes to remediate/fix certain challenges - if required
• Coordinates while outages are considered
• Actively manages agents skillsets to ensure the best KPIs achieved
• Proposes improvements and is seeking for opportunities, efficiencies, optimizations
• May assist with training system users and with the research
• Will be working on implementation of new scheduling software and building corresponding reporting

Who you are:

• Flexibility to cover weekdays and weekends if needed
• Full proficiency in verbal and written English
• Good analytical skills
• Strong interpersonal and communication skills
• Knowledge of scheduling/workforce applications, telecoms and salesforce would be an asset
• Experience in scheduling workforce would be advantage

Why Planet:

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.
 

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.