Senior Analyst - Workforce Management, Manila

Senior Analyst - Workforce Management, Manila

Location: Manila, Philippines

Job type: Full-time

Job Description

The Senior Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. The role requires strong understanding of planning/forecasting staffing requirements, creation of optimal schedules, and real-time management to support multi-department contact center operations. This position requires some evening and weekend availability as business needs arise.

Qualifications and Skills

Customer Focus – demonstrate competency in dealing with all levels of stakeholders and building strong relationships with teams/partners and all organizational customers.

Functional/Technical Skills – possess strong quantitative, analytical and technical aptitude skills.

Drive for Results – work under pressure, meet deadlines and be accountable for performance.

Time Management – multitask, be detail oriented and demonstrate strong organizational skills.

Interpersonal Savvy – excellent interpersonal skills with all levels of organizational customers and team members.

Written Communication – effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.

Problem Solving – proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.

Decision Quality – work independently, establish priorities and demonstrate good judgment skills.

Learning on the Fly – willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and value.

Dealing with Ambiguity – adapt and excel as a team player in a fast-paced and change-oriented environment.

Key Responsibilities

Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans.

Coordinate with Operations teams to achieve service level goals and business objectives for a multi-site operation.

Analyze capacity plans and undertake appropriate calculations to estimate job requirements and resources, reviewing plans and adjusting as needed.

Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.

Produce call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.

Generate and evaluate staffing schedules, ensuring data updates into the scheduling system.

Create short and long-term staffing models and provide recommendations based on analysis.

Compare results to forecast and identify opportunities for improvement.

Provide daily/intraday performance reports to leadership.

Provide support and guidance to the RTA team on usage of tools (IEX, Genesys, Tableau GCXI etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals. #J-18808-Ljbffr