Job Openings
Workforce Analyst
About the job Workforce Analyst
- Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
- Understand all aspects of staffing and capacity management for all sites directly responsible
- Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels
- Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
- Make recommendations to implement improved processes
- Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives
- Knowledge, understanding, and compliance with company policies and procedures
- Accountable for all decisions, actions, and directives made to his/her team
- Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
- Follow up in a timely manner to ensure customer satisfaction
- Provide feedback to management concerning possible problems or areas of improvement
- Perform other duties as assigned by management
- Experience:
- 2-3 years experience in capacity planning, client interaction, forecasting, workforce analyst
- Telco experience in a BPO industry is required
- Good communication skills
- Amenable to work full time ( Ortigas, Pasig )