Workforce Management - Real Time Analyst | Pasay

Requirements:

• Candidate must possess at least a Bachelors/College Degree
• 1 year minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management a must
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various level
• Flexible and willing to work in shift schedules

Responsibilities:

• Regularly performs volume and performance analysis and proactively communicate possible
  impacts to business
• Supports management with all necessary reports and planning models to facilitate the process
  of decision making
• Monitors actual activities and compare it to plan and make recommendations for immediate
  changes
• Staff the appropriate number of agents at the proper time based on recent/historical capacity
  drivers
• Ensures that pre-planned activities are being scheduled in advance and communicated
  effectively
• Adjust the schedules accordingly based on the actual scenarios and provide overtime
  requirements/voluntary time off to ensure efficient and effective staffing
• Ensures adherence to schedules and raises alerts in a timely manner in case of deviations

Technical Skills: 

• Very proficient with Microsoft Excel
• Ability to scrub, dissect and shape data, create customized reports.
• Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX etc
• Create forecasts, schedules and IDPs, run scenarios inside a WFM tool.