WFM Senior Analyst

2 weeks ago


Pasig, National Capital Region, Philippines ClearSource Full time
Why ClearSource?
ClearSource is a people-driven company focused on delivering exceptional customer experiences every day We truly believe in our Core Values – Customer First, Personal Accountability, Humble Courage, Hungry, and Happy & Healthy. They define ClearSource's DNA and make us a great company to work for. We support all our people in helping them realize their greatest potential.
ClearSource is looking for an exceptional WFM Senior Analyst to work with our workforce professionals. If you are number driven and have real-time staffing and planning mindset and want to join a company with a fantastic work culture, then this opportunity is for you

Enjoy these outstanding perks and benefits:
  • Competitive salary
  • Medical and dental Insurance (with free dependents)
  • Group life insurance.
  • Paid time off (PTO)
  • Outstanding career growth
  • Passionate, energetic & innovative work culture
  • Friendly, team-driven environment
  • Skills and leadership development
What you will do as a WFM Senior Analyst
  • Supporting and enhancing the performance of the site with respect to optimal staffing of Customer Advocates. Creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site.
  • Responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals. This position
  • requires detailed, accurate, and timely completion of scheduling reports.
  • Help drive critical business decisions by analyzing metrics and designing reports and communicate these results to managers and provide suggestions based on findings.
  • Collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. React to changes in daily/weekly/monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels.
  • Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting.
  • Responsible for the assignment of tasks to the operations by optimizing the usage of the workforce.
  • Manage the development of global standards (AHT, ASA, Shrinkage, Schedule Adherence, Attrition)
  • Monitors queue in real-time. Quick analysis monitors and balances real-time staffing levels vis-à-vis call volumes, busy lines, and production issues.
  • Work with operational and support teams to effectively plan short-term non-productive time.
  • Work closely with data, associates, and team managers to proactively identify issues and take appropriate actions to minimize the impact.
  • Assist the development of Workforce Management and Scheduling systems by partnering with in-house technology teams.
  • Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
  • Lead and participate in global projects and initiatives. Own providing optimal solutions for upcoming initiatives.
  • Create forecasts at intra-day, daily, weekly, monthly, and yearly levels.
  • Create schedules for locations in the PH and abroad.
  • Proactively identify service improvement opportunities and ensure continuous improvement with Capacity Planning across strategic and tactical forecasting, scheduling, metric reporting, and real-time delivery.
What ClearSource Needs from You
  • Completed Senior high school or at least two years of college education under the old curriculum.
  • At least 1 to 3 years of Workforce Management experience using different WFM software (database system)
  • At least1 to 3 years of Data Analysis experience capturing, storing, and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
  • At least 1 to 3 years of Microsoft Excel experience with Intermediate knowledge of formula definitions
  • With strong analytical abilities
  • Proficient in scheduling, forecasting, and workforce management planning

#J-18808-Ljbffr

  • Pasig, National Capital Region, Philippines Concentrix Full time

    Job Title:Sr. Analyst, WFM Report DeveloperJob DescriptionLocation:PHL Quezon City - EtonLanguage Requirements:Time Type:Full time :00If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents


  • Pasig, National Capital Region, Philippines Concentrix Full time

    Job Title:Sr. Analyst, WFM Report DeveloperJob DescriptionLocation:PHL Quezon City - EtonLanguage Requirements:Time Type:Full time :00If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents


  • Pasig, National Capital Region, Philippines Media Track Sea, Inc. Full time

    Testing & Quality Assurance (Information & Communication Technology) The Senior Quality Assurance Analyst is responsible for leading the testing of software applications to ensure they meet quality standards. This role involves advanced test planning, execution, and management of complex software systems. The Senior QA Analyst collaborates closely with...


  • Pasig, National Capital Region, Philippines Talentium Inc. Full time

    SeniorBusiness AnalystSCOPE OF WORKThe Senior BA will work with variousstakeholders of IDS. Specifically, the business analystwill:Review business processes in consultation with business users.Analyze production / BAU issues and provide support to vendor team for fixes as needed.Support requirements elicitation workshops. Support analysis and documentation...


  • Pasig, National Capital Region, Philippines World Vision International (New) Full time

    Senior Analyst and Data Modeler page is loaded Senior Analyst and Data Modeler Apply locations Pasig City, Philippines time type Full time posted on Posted Yesterday job requisition id JR32851 With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all...


  • Pasig, National Capital Region, Philippines TPG Philippines Full time

    Two of Australia's leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. TPG Telecom is the second largest telecommunications company listed on the ASX. Combining a mobile...


  • Pasig, National Capital Region, Philippines Energy Development Corporation Full time

    Analyst-Mergers & Acquisition page is loaded Analyst-Mergers & Acquisition Apply locations EDC Rockwell Business Center Tower 3 time type Full time posted on Posted 30+ Days Ago job requisition id JR Unleash your energy within Be a part of the EDC Team is responsible for researching the market, and presenting findings and suggestions for merger and...

  • Security Analyst

    2 weeks ago


    Pasig, National Capital Region, Philippines Security Bank & Trust Co. Full time

    We are actively seeking a seasoned Senior SOC Analyst to step into a role within our Security Operations Centre (SOC) team. In this dynamic position, you will not only serve as an advanced analyst but also act as a primary escalation point for Level 1 analysts, ensuring swift and effective response to security incidents. You will work on a shift basis,...


  • Pasig, National Capital Region, Philippines Foundever Full time

    Senior Manager - Compliance and ControlsSenior Counsel and Compliance Officer, PhilippinesBusiness and Sustainability Compliance SpecialistGovernance Risk and Compliance Specialist Clark Freeport and Special Economic Zone Maging maagang aplikante 1 linggo nakalipas Team Lead - AML Compliance and Transaction MonitoringManager, Regulatory Compliance &...


  • Pasig, National Capital Region, Philippines Ninja Van PH Full time

    Information Security Analyst - Pasig, Pilipinas - Headstart SpecialistBS DegreeAt least 1 year experience in Risk management and auditing, good understanding of Risk Assessment Frameworks, experience with standards such as ISO 270001/2.ISO 22301, PCI-DSS and Data Privacy Laws PaglalarawanBS DegreeAt least 1 year experience in Risk management and auditing,...


  • Pasig, National Capital Region, Philippines Seven Seven Global Services, Inc. Full time

    Senior Accounts Receivable Analyst (Collections and Order to Cash exp) - Hybrid Accounts Receivable/Credit Control (Accounting) Full time Add expected salary to your profile for insights The Sr. Accounts Receivable Analyst will play a dynamic role on the team as a key contributor in the Order-to-Cash function. In this position, he or she will oversee...


  • Pasig, National Capital Region, Philippines Transcom Full time

    Transcom is looking for talented individuals like you to join our awesome team Be the next Director for WFM Business Intelligence & Reporting for our Transcom Pasig site. Join our Transcom Family as a Director for WFM Business Intelligence & Reporting To lead and directly manage Workforce BI&R Senior Managers, Managers, Supervisors, and Analysts to...


  • Pasig, National Capital Region, Philippines Monde Nissin Corporation Full time

    Posting the journal entries of company transactions in SAP.Month-end closing of booksPreparation of the Balance Sheet, P&L Statement, Cash FlowEnsure that accounting information posted is timely and accurateAssist in audit through the provision of necessary documentsQUALIFICATIONS/REQUIREMENTS:Bachelor's Degree in AccountancyCertified Public AccountantAt...


  • Pasig, National Capital Region, Philippines ACCPRO INTERNATIONAL Full time

    Role:Senior Manager, Marketing AnalyticsWork setup: Hybrid (RTO 1 or 2x in a week)Shift: 8PM to 5AM (PH Time)Work location: Ortigas, PasigResponsibilities:Oversee a group of data professionals including senior analysts, database specialists, and data associates across multiple clients in the B2B marketing space to ensure consistently high standards of...

  • Operations Analyst

    2 weeks ago


    Pasig, National Capital Region, Philippines Smart Communications, Inc. Full time

    Graduate of any 4-year Computer/IT related-course.QualificationsBasic Knowledge of computer systems commands as well as network protocols and its differences.Familiarity with computer system interfaces/environment scenario.Exposure in computer system hardware and its peripherals.Know-how to navigate tools for monitoring server/storage/applications status and...


  • Pasig, National Capital Region, Philippines ACCPRO INTERNATIONAL Full time

    Role: Senior Manager, Marketing AnalyticsWork setup: Hybrid (RTO 1 or 2x in a week)Shift: 8PM to 5AM (PH Time)Work location: Ortigas, PasigResponsibilities:Oversee a group of data professionals including senior analysts, database specialists, and data associates across multiple clients in the B2B marketing space to ensure consistently high standards of...


  • Pasig, National Capital Region, Philippines Robinsons Land Corporation Full time

    Customer Relationship Management AnalystSr. HR Associate at RLC Residences, the Residential Business Unit of Robinsons Land Corporation; Certified Practitioner in Human ResourcesOB OVERVIEW:The Customer Relationship Management Analyst (Officer level) is responsible for running day-to-day CRM campaigns in collaboration with different teams by segmenting our...


  • Pasig, National Capital Region, Philippines enablesGROUP Full time

    Data Analyst Specialist (Australian Client) Data Entry & Word Processing (Administration & Office Support) EnablesGROUP (since 2016) are a growing BPO with the majority of our clients being Australian based.Our client offers specialised distributed renewable energy solutions to facilitate enterprise customers and property landlords through energy transition....

  • Sr. Data Analyst

    2 weeks ago


    Pasig, National Capital Region, Philippines VCC Link Full time

    The Senior Data Analyst will help improve business processes and operations within the Digital Organization by working with multiple departmentsSalary Range:Up to Php85,000Shift: Night shift (11 PM - 9 AM MNL)Work Set-up: Hybrid (50% WFH, 50% Onsite)Work Type:Individual Contributor Site Locations: Ortigas, CubaoQualifications:Bachelor's degreeAt least 3...


  • Pasig, National Capital Region, Philippines Anthesis Inc. Full time

    Networks & Systems Administration (Information & Communication Technology) Anthesis' infrastructure is global, it is cloud-only and heavily Microsoft-focused (365 & AAD). Anthesis is expanding rapidly and IT support for more regions is being brought in-house.KEY RESPONSIBILITIESRespond to and resolve complex ServiceDesk tickets requiring excellent...