Workforce Analyst

Drake International

Workforce Analyst

(National Capital Reg - Makati City)

Responsibilities:

* Ensure 90 day rolling forecast is in place for the accounts. Work very closely with the client Business Manager(s) / Director(s) and clients in establishing the 90-day rolling forecast.
* Develop long and short-range optimum call volume and staff forecasts based on client requirements and historical trends for business segments. Track plan vs what actually happened on a daily / weekly basis.

* Conduct weekly staffing calls with all the site support groups. In coordination with the client Business Manager(s )/ Director(s) facilitate discussions around key metrics. Establish hiring requirements. Document and maintain staffing call logbook.
* Provide Site Operations Planning Team with call volume and staffing projections on a weekly and daily basis according to clients 90-day rolling forecast for scheduling.
* Consult Business Managers, Sales Managers, Pricing Analyst and other management during pre-sales and contract negotiations to determine staffing necessary to fulfill contracted goals.
* Interpret and tabulate statistical information from client to project staffing requirements for new and existing business projects. Assist in analysis of staffing and hiring requirements with respect to attrition; call demand, and business growth.
* Work with Pricing Analyst on current business. Provide key operational metrics to assist in Business Management in preparing the business plan budget on primary accounts as assigned. Support Implementation teams by providing ramp up and down staffing plans.
* Review contract and prepare trend analysis and tracking functions that will provide insight on how to better manage future projections. Consult with client to better understand business influences.
* Document processes and provide weekly seat capacity inputs .
Requirements:
* Must have hands on experience in Scheduling and Forecasting
* Knowledge of call center metrics and forecasting techniques
* Must be amenable to work on a graveyard shift
* Good analytical skills and knowledge of contact services industry and best practices.
* Working knowledge of contact center workforce management software (eWfm, Pipkins)
* Excellent written and oral communications skills
* Skill in verbal and written communication to analyze, interpret and address customer needs.
* Ability to work in a collaborative environment across multiple sites globally.
* Ability to work with minimal guidance or supervision in a time critical environment.
* Ability to be flexible and quickly adapt to changing business needs and processes.
* Bachelor’s degree with a minimum of 2-3 years related experience.
* Equivalent education or experience may be substituted for any of the above
ATTRACTIVE COMPENSATION AWAITS SUCCESSFUL HIRE!
If you are interested in this career opportunity, hit 'apply' button below
(preference will be given to online applicants)
For more information about this position, kindly contact the person indicated below:
FAITH G. GARCIA | Recruitment Consultant
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DRAKE PERSONNEL PHILIPPINES
18F Trident Tower, 312 Sen. Gil Puyat Ave. Makati City
www.drakepersonnel.com.ph | www.drakeintl.com
Tel: 7532490 loc 119 Mobile: +63 917 501 1018
Email: fgarcia@drakeintl.co.uk | Skype: faith.garcia