Senior Analyst - Workforce Management, Manila

The Senior Workforce Management Analyst is responsible for providing a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources to achieve business objectives.

Key functional responsibility includes demonstrating a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time management to support multi-department contact center operations.

This position requires some evening and weekend availability as business needs arise.

Responsibilities:

• Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives for a multi-site operation.

• Analyze capacity plans and undertake appropriate calculations to estimate job requirements, resources, and review plans. If required, make appropriate adjustments in the event of changes and unforeseen circumstances.

• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.

• Produce call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation.

• Generate and evaluate staffing schedules, and ensure data updates into the scheduling system.

• Generate short and long-term staffing models and provide recommendations based on analysis.

• Compare results to forecast and identify opportunities for improvement.

• Provide daily/intraday performance reports to leadership and other related duties as assigned.

• Provide support and guidance to the RTA team on usage of tools (IEX, Genesys, Tableau GCXI etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals/business objectives.

Inherent Characteristics:

• Customer Focus: Must demonstrate competency in dealing with all levels of stakeholders and building strong relationships with teams/Partners and all organizational customers.

• Functional/Technical Skills: Must possess strong quantitative, analytical, and technical aptitude skills.

• Drive for Results: Must possess the ability to work under pressure, meet deadlines, and be accountable for performance.

• Time Management: Must be able to multitask, be detail-oriented, and demonstrate strong organizational skills.

• Interpersonal Savvy: Must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.

• Written Communication: Must possess the ability to effectively, accurately, and concisely convey thoughts and concepts, and provide information to all organizational customers.

• Problem Solving: Must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action.

• Decision Quality: Must possess the ability to work independently, establish priorities, and demonstrate good judgment skills.

• Learning on the Fly: Must be willing and able to take the initiative for learning, increasing knowledge, and improving skills in a self-directed manner to improve performance and position added-value.

• Dealing with Ambiguity: Ability to adapt and excel as a team player in a fast-paced and change-oriented environment.