As a Workforce Analyst in our Service Delivery Department, your primary focus will be on analyzing data and building forecasts to anticipate call volume fluctuations and align staffing levels accordingly. With a keen eye for detail, you'll oversee reporting mechanisms, providing actionable insights to drive performance improvements across all Lines of Business (LOBs). Your role will be pivotal in optimizing schedules, allocating resources effectively, and maintaining service levels that exceed expectations. By continuously refining forecasting models and collaborating with cross-functional teams, you'll drive continuous improvement initiatives that elevate our workforce management strategies to new heights.
Responsibilities
Utilize available data to analyze and forecast call volume and staffing needs accurately.
Develop and maintain reliable call volume and staffing forecasts to ensure optimal resource allocation.
Generate and maintain comprehensive reports on agent and site-level metrics for all Lines of Business (LOBs).
Monitor key performance indicators (KPIs) and provide insights to support decision-making processes.
Balance workload distribution to maximize efficiency and minimize idle time.
Review service level results and call volume forecasts to identify discrepancies and potential issues.
Review service level results and call volume forecasts to identify discrepancies and potential issues.
Identify opportunities for process improvement and automation within the workforce management function.
Utilize available data to analyze and forecast call volume and staffing needs accurately.
Develop and maintain reliable call volume and staffing forecasts to ensure optimal resource allocation.
Generate and maintain comprehensive reports on agent and site-level metrics for all Lines of Business (LOBs).
Monitor key performance indicators (KPIs) and provide insights to support decision-making processes.
Balance workload distribution to maximize efficiency and minimize idle time.
Review service level results and call volume forecasts to identify discrepancies and potential issues.
Review service level results and call volume forecasts to identify discrepancies and potential issues.
Identify opportunities for process improvement and automation within the workforce management function.
Skills and Qualifications
Proficiency in workforce management principles and methodologies.
Strong understanding of call center operations and industry-specific metrics.
Familiarity with data analysis techniques and statistical modeling.
Knowledge of workforce management software and tools (e.g., WFM systems, Excel, SQL)
Ability to interpret complex data sets and derive actionable insights.
Clear and concise communication to convey findings and recommendations effectively.
Capacity to prioritize tasks and meet deadlines in a fast-paced environment.
Thoroughness in data analysis and reporting accuracy.
Ability to develop accurate call volume forecasts and staffing plans.
Proficiency in workforce management principles and methodologies.
Strong understanding of call center operations and industry-specific metrics.
Familiarity with data analysis techniques and statistical modeling.
Knowledge of workforce management software and tools (e.g., WFM systems, Excel, SQL)
Ability to interpret complex data sets and derive actionable insights.
Clear and concise communication to convey findings and recommendations effectively.
Capacity to prioritize tasks and meet deadlines in a fast-paced environment.
Thoroughness in data analysis and reporting accuracy.
Ability to develop accurate call volume forecasts and staffing plans.
Education and Experience
In place of a bachelor's degree, a combination of relevant education and equivalent work experience may be considered.
Minimum of 1 year of experience in workforce management, preferably in a call center or customer service environment.
Demonstrated proficiency in data analysis, forecasting, and reporting techniques, with a track record of successful implementation.
Experience with workforce management software and tools, such as WFM systems, Excel, and SQL.
In place of a bachelor's degree, a combination of relevant education and equivalent work experience may be considered.
Minimum of 1 year of experience in workforce management, preferably in a call center or customer service environment.
Demonstrated proficiency in data analysis, forecasting, and reporting techniques, with a track record of successful implementation.
Experience with workforce management software and tools, such as WFM systems, Excel, and SQL.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!