WFM/RTA/MIS

Available locations: Clark/BGC/Alabang

Workforce Analyst – Scheduler is responsible in creating forecasts, scheduling, capacity planning and other workforce reports requested. Provides analytics on scheduling, forecasting, trends, and capacity planning opportunities with operations. Heads weekly scheduling call with operations team on site or in different regions.

Key Responsibilities:

• Responsible with coordinating with operations, MIS and Real time analysts on a weekly basis on schedule plan from net staffing reports, leave allocations, overtime and off phone time 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 sizing estimates for new or existing clients based on requirements provided by Global Solutions Design team.
• Aligns global workforce processes to engagements handled and monitored.
• Able to work independently and complete assigned special projects.

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.
• Interface effectively and professionally with all levels of management both internally and externally
• Excellent Oral and Written communication skills and must demonstrate professionalism and integrity at all times.
• Must be able to adapt drastically to schedule changes to meet operational demands.