Workforce Management Analyst

• Bachelor’s Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
• At least 1 year of previous experience with data analysis
• At least 2+ year Workforce Management (WFM) functions experience preferred
• Amenable to work onsite in Quezon City (Bridgetowne OR Eastwood)
• Amenable to work shifting schedule
• Good organizational and communication skills, plus knowledge of talent management programs functions
• Proficient in MS Office apps (MS Excel/Word/Power Point)
• Experience and comfortable with presenting to upper management

Job Description:

• May manage various workforce management systems, such as IEX scheduling software and CMS
• Identify Triggers
• Provide essential input to leadership team so that staffing plans are based on analysis of historical performance and real time data
• Monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to leadership if necessary
• Have familiarity with forecast and scheduling concepts an asset
• Efficiently manage call volume and labor resources for our inbound, outbound and workflow, while maintaining and exceed goals and expectations
• Compiles summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking
• Coordinate with various departments and centers daily on staffing levels and production efficiency maximization issues affecting production
• Real time monitoring of call center activities (service levels, schedule adherence)
• Assist in coordinating call center activities with management teams