Global Sales Compensation, RBA & WFM Analyst

Position Summary:

Job Target:
The Analyst is responsible to support the day-to-day operation and use of related tools Xactly, 
PowerBI, Excel, Power Automate, Genesys etc.), providing training, data management, ongoing support, 
troubleshooting and implementing enhancement to support the business strategies.
Develops broad experience with CSH process and systems and ability to develop independent 
solutions to complex issues with advanced analytical skills requiring an eye for detail to conduct thorough
evaluation of scenarios and issues and showing sound problem-solving skills in choosing techniques and 
evaluation criteria to obtain cost effective results. Independently creating solutions that are consistent and 
meet organizational objectives and are functional compliant.
This position is responsible for managing tasks assigned and completing them in a timebound 
manner with high accuracy, having independent decision-making skills and expertise to ensure stable and 
defect-free operations and project implementations, including logic, rules and code creation/ 
maintenance, control checks and constant monitoring of systems performance, always in alignment with
the business requirements and timelines.

Position Responsibilities:

Responsibilities: As Compensation Analyst
(Xactly & Connect Systems):
o Bridge between the business needs and technical solutions, understand business 
strategies and configure our systems accordingly.
o Configure the annual compensation plans systems as per regional/Worldwide
requirements for automated commission calculation, sales quoting and opportunities 
flow, as well as run the monthly or quarterly operations payment and analytics 
reporting processes as needed per defined business timelines of each region
o Understanding of the company products, plans and business processes/strategies, 
company policies and organizational structures to ensure system accuracy and 
alignment.
o Develop new modules and improvements, from requirements gathering till the end of 
product delivery.
o Fulfill any user’s requests from Sales, Sales OPS, HR, IT and identify problems, training 
needs, questions, maintenance, payment, access and enhancement request.
o Work with the Worldwide teams and business operations to implement 
improvements, ensure system adoptions and new features deployments.
o Monitor and Analyze system trends, find root causes and take decisions for either 
resolve system problems, develop new modules or highlight improvement 
opportunities with the Business or the Worldwide team.
o Find and document systems bugs/gaps for future releases, brainstorm solutions and 
participate in the deployment.
o Design, Development and Maintenance of the Xactly reporting systems (e.g. SQL and 
in-house systems languages).

Job Responsibilities

Responsibilities: Reporting Business Analyst: (PowerBI, Excel VBA, Power Automate, SQL):
o Support with automation and analytical reports to BOC and other worldwide functions 
through PowerBI dashboard/ MS Excel VBA Macros and leveraging the MS office suite 
of Power Automate, Lists & Forms for process improvement and efficiency gains.
o Communicate with management and produce daily/weekly/monthly metric reporting.
o Provide analysis to clearly identify reasons for missing service targets.
o Provide ad hoc reporting as requested.
o Experience in using SAP or similar object-oriented programming languages to create 
dashboards and provide data analytics and reports.
o Demonstrated ability to manage time and prioritize projects to meet deadlines.
o Ability to use SQL and Microsoft Excel, VBA(Macros) to create, build and report and 
provide actionable insights.
o Developed critical thinking skills to help solve business problems and make 
recommendations for efficiency gains and stabilization.
o Tendency to pay close attention to small details that could impact results.
o General knowledge of business operations, objectives, strategies, process, and 
information flow.
o Support with automation and analytical reports to BOC and other worldwide functions 
through PowerBI dashboard/ MS Excel VBA Macros and leveraging the MS office suite

7. Responsibilities: WFM Analyst
o Administer and manage the WFM software tool for assigned site(s) (Genesys/ 
Aspect/Avaya)
o Work with WFM Manager on capacity plan including long-range forecasts of volume 
and headcount to achieve cost efficiency gains 
o Create accurate monthly, weekly, daily and interval forecasts for volume, AHT, and 
required staff to meet service level goals for multiple timeframes
o Create agent schedule requirements to mirror call arrival patterns. 
o Manage schedule change and schedule trade request in addition to the shift bidding 
process for assigned site(s)
o Monitor shrinkage and adherence historically and in real-time and make 
recommendations to help manage these areas
o Monitor intra-day performance and work with floor management to make real time 
schedule adjustments to enhance service level 
o Alert agents/managers when agents are out of adherence / service level is in jeopardy

Desired Skills:

Education : Graduate, BSc - Computer Science, Computer Engineering, or equivalent/related degree.

Language : Fluent English (written and oral).

Work Schedule: Monday to Friday from 13:00-22:00 HRS (Flexible +/- 2 hours)

Experience:

• 3+ years’ with Xactly Sales Compensation Systems

• 2+ years’ Project Management & planning

• 5+ Years in working in a Worldwide environment.

• Reporting and Analytics

• 1+ Year in WFM Scheduling, Forecasting, RTA & reporting

Computer Skills:

• Xactly & Connect- Sales Compensation System
• SQL and Databases structure – medium
• Expert in MS Excel
• PowerBI/Tableau 
• Power Automate
• Advanced Excel, VBA & Macros
• SAP/ECC/C4C Systems knowledge
• Access: Queries
• IT foundations (Networks & databases)
• Contact Center Tools (Genesys/Avaya/ Aspect)
 

Soft Skills:

• Aptitude to learn new competencies and skills.
• Strong interpersonal and communication skills.
• Project Management and planning abilities.
• Understand Business requirements.
• Logical, analytical, results oriented.
• Ability to work under pressure.
• Flexible to work across time zones.
• Team Player

Knowledge:

• Quality tools general knowledge (Lean /Six Sigma)
• Project Management.
 

Work Environment:

Physical Requirements: