WORKFORCE ANALYST
The Workforce Management Analyst is responsible for taking the lead in executing analysis to improve short-term forecast accuracy, with additional expertise on long-term forecasting.
- Forecast demand, allocations, and requirements up to 3 years in advance.
- Facilitate monthly meetings to discuss trends, projections, and to create a plan of action to meet contact center metrics.
- Develop and customize manual forecasting spreadsheets to be used with the WFM software in producing long-term forecasts.
- Capture, store, and report statistics and offer solutions to stakeholders.
- Complete root cause analysis to determine and quantify reasons for short- and long-term forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
- Partner with other teams to understand the key drivers for volume and AHT and incorporate into forecasting and planning.
- Identify and research service level risks for problem resolution and management notification.
- Communicate necessary adjustments of workforce requirements based on changing the forecast and re-forecasting when necessary.
- Maximize efficiency of resources for all impacted departments and by offering staffing solutions to provide adequate coverage.
- Build relationships with internal customer groups, various levels of management, and multiple functions and groups to understand the key drivers and incorporate into forecasting and planning.
- Assist with New Hire Training, and complete ad hoc reporting requests.
- Identify and recommend process improvement opportunities to improve productivity, performance, and customer satisfaction.
- Serve as back-up for real-time management, scheduling, and short-term forecasting responsibilities.
- Coach, mentor and facilitate sharing of best practices with peers and WFM SME resources as necessary.
- Demonstrate professional behavior, teamwork, punctuality, dependability, and adherence to company policies & procedures.
- Perform other tasks / projects assigned by the immediate superior.
Qualification :
- Bachelor's degree Holder
- At least 2-3 years experienced in Forecast and Seat Allocation, Capacity Planning
- Proficient in WFM tools such as Avaya, Verint and other contact center tools
- Data Visualization tools (nice to have)
- Good communicator and strong presentation skills
- Flexible in working hour
Workforce Analyst
Performance Monitoring. Monitor and report on key performance metrics related to workforce productivity Technology Utilization. Use workforce management software and tools to streamline processes and enhance Stay informed about advancements in workforce technology to recommend and implement improvements. Continuous Improvement. Proactively identify opportunities for process improvement and efficiency in workforce Reporting. Generate regular and ad hoc reports for management to track key workforce metrics and trends
Workforce Analyst
staffing and volume concerns Updating schedules to account for breaks, paid time off, tardiness, etc Using workforce Perform other ad hoc data analysis tasks as assigned Qualifications. 6 months experience of Workforce
WORKFORCE ANALYST
The Workforce Management Analyst is responsible for taking the lead in executing analysis to improve level risks for problem resolution and management notification.Communicate necessary adjustments of workforce
Wfm/Rta/Mis
Available locations. Clark BGC AlabangWorkforce Analyst. Scheduler is responsible in creating forecasts scheduling, capacity planning and other workforce reports requested. requests.Responsible for continuous improvement of forecasts, schedules and reports.Coordinates with workforce leads on highlights, lowlights, opportunities and help needed for workforce for engagement handled.Provides Management principles and calculations (COPC).3 year call center experience working as a Workforce Analyst
Workforce Analyst
Job DescriptionThe Workforce Management Planning and Resource Management Officer is responsible for forecasting scheduling, staff maintenance in actioning changes in our workforce management systems and analysis Monitoring and revising workforce and business forecasts, ensuring that various departments are properly Recognize that workforce planning tasks focuses on outcomes from the planning process, more so than the Be proactive versus reactive in anticipating workforce management needs.
Workforce Analyst
About the Role. A. Workforce Analyst. is responsible for real time and or intraday management of identify individual cases that might impact team performance. Tracking absenteeism as reported to the workforce Handbook. What You Bring To The Table. 2 3. years experience in a BPO organization, as part of workforce support, contact center environment. Solid knowledge of Google Sheets, Microsoft Excel, and or Workforce influential storytelling. Experienced in selecting, implementing and optimizing customer experience and workforce
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Workforce Analyst
Ability to learn & manage multiple technical systems Strong knowledge of Excel is necessary Knowledge of Workforce
WFM/RTA/MIS
Available locations. Clark BGC Alabang Workforce Analyst. Scheduler is responsible in creating forecasts scheduling, capacity planning and other workforce reports requested. leads on highlights, lowlights, opportunities and help needed for workforce for engagement handled. Minimum Qualification. Working knowledge and technical understanding of Workforce Management principles and calculations (COPC). 3 year call center experience working as a Workforce Analyst or its equivalent