Workforce Analyst

3 weeks ago

Pasig, Philippines Datamatics CMS PH Full time

Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded Understand all aspects of staffing and capacity management for all sites directly responsible Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies Make recommendations to implement improved processes Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives Knowledge, understanding, and compliance with company policies and procedures Accountable for all decisions, actions, and directives made to his/her team Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination Follow up in a timely manner to ensure customer satisfaction Provide feedback to management concerning possible problems or areas of improvement Perform other duties as assigned by management Experience: 2-3 years experience in capacity planning, client interaction, forecasting, workforce analyst Telco experience in a BPO industry is required Amenable to work full time ( Ortigas, Pasig ) #J-18808-Ljbffr

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