Workforce Analyst

Strategic Back-Office Solutions

Workforce Analyst

(National Capital Reg - Taguig)

Responsibilities:
• Assists the Operations department in meeting the program’s target by real time management

• Performs real time monitoring of the program’s performance through the use of specific tools to maximize resources utilization
• Provides necessary reports to Operations
• Responsible for managing a staffing plan to ensure that the call center is appropriately staffed
• Monitor call traffic and control staffing level to meet the required service level and campaign KPIs
• Understands historical data and volume projections
• Carry out gap analysis of forecasted plan to actual call volume
• Maintains the service levels and real-time and advanced coordination of all phone and non-phone activity
• Ensures that the client’s expectations are met by analyzing work volume to forecast and reforecast as necessary to adjust the staffing levels.
• Creates schedule based on call volume and other historical data
• Adjusts short term/long term schedule based on business requirements
• Submits employees’ schedule to payroll and coordinates with payroll if there are changes on the employees’ schedule
• Analyzes trends such as call volume, AHT, after call work and attendance to understand and plan for potential overstaffing/under staffing
• Documents system-wide issues and provides reports to WFM about the system-wide issues
• Provides timely feedback to WFM and Operations to relay the impact of issues (system, phone lines, call volume, service levels, etc.) to the team’s productivity
• In charge of doing the phone audit
• Coordinates with the client if leads are not yet received
• Loads the leads to the dialer
• Coordinates with WFM and IT department when it comes to phone line issues, DID issues, VICI Dial Issues, etc
• Assists agents who have problems logging-in to their domain or system/s and provides feedback to the agents’ supervisor
• Offers solutions to Operations to prevent errors
• Generates, intra-day, weekly and monthly reports
• Provides attendance report and updates the workforce management system with holidays, absence, overtime, etc
• Coordinates with WFM for holiday and overtime approval
• Gives feedback WFM and Operations if overtime is needed in order for the team to meet client’s requirements
• Provides direction on staffing adjustments and communicates it to Operations
• Reports staffing needs and performance
• Assists Management/Operations in the implementation of action plans and initiatives that pertain to real-time management


Requirements:

* Candidate must possess at least a Bachelor’s Degree in any field
* Excellent communication skills
* At least 3 years experience in a Call Center or Service-Oriented Industry
* 2-3 years real-time monitoring/scheduling experience is a plus
* Proficiency with various software applications such as Microsoft and SQL
* Experience in using any Workforce Management Tool (IEX, Blue Pumpkin, Impact 360, EWFM, Total View, Open Wave, TCS, QMAX, etc.)
* Experience in using any Monitoring Tool (VICI Dial, CMS, CC Pulse, Impact 360, etc.)
* Experience in using any Reporting Tool (VICI Dial/Asterisk, CMS, Hyperion, Micro strategy, etc.)
* Must be able to respond quickly and intelligently in a fast paced environment, making accurate decisions under pressure
* Good decision making and problem solving ability
* Can work with minimal supervision, meeting multiple deadlines in a fast paced environment
* Must possess effective organizational skills and time management skills with the ability to work on several projects simultaneously
* Understanding of call management systems and principles of scheduling (an asset)
* Commitment to internal attendance standards required
* Must be willing to work a shifting schedule preferably graveyard shift (willing to work even on weekends)

You can click below to apply and become part of our team. For more details, please visit our website at www.sssworldwide.com. You may also send in your CVs to: manila recruitment@sssworldwide.com


Location :
3rd Floor, One World Square, McKinley Hill, Fort Bonifacio Taguig City *
*The company prefers to receive online application for speedier processing.
Company Fax :
0063 2 667 6099