Job Summary:
This position is responsible for providing accurate schedules based on call volume patterns and trends, attrition rates and contact center productivities. The analyst should be able to make decisions on behalf of the Operations to adjust staffing due to unexpected changes in the call volume or additional requirement from the client. They should be able to provide methods to maximize staffing resources to help reduce operating cost. They will closely work with the Forecasting team which would provide them call forecast, short term and long term, which they will use to provide schedule analysis and staffing recommendations. Also, they will work with the RTA team to make sure historical reports and statistics are accurate.
Responsibilities:
Skills Requirements:
Education Requirements:
Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent preferred. Degree in Business Administration or related field preferred.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
Workforce Management Analyst II • Fairview, Metro Manila, Philippines
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