Workforce Management Analyst

4 weeks ago

Pasig, Philippines Alta Resources Corp. Full time

Pasig City, 34th Floor, Wynsum Corporate Plaza, Pasig, National Capital Region, Philippines Overview This position will be responsible for insuring optimal forecasting, staffing and schedule compliance levels for existing programs and forecast future staffing needs to support recruitment efforts. The role involves working closely with Program Directors to assess the impact of daily absences, changes in call volumes, and related factors. It also includes updating and managing multiple databases used to provide efficient workforce management services and data analytics for multiple client teams. The function requires extensive experience in a call center environment with the ability to learn the Aspect eWorkforce Management application. Responsibilities Provides daily forecasts and schedules for assigned teams Works with existing teams to incorporate additional Aspect eWorkforce Management solutions Provides hiring needs analysis to existing client teams Provides Program Directors proactive staffing recommendations based on specific client metrics Enters agent staffing exceptions/change into Excel spreadsheet daily or weekly, as determined by client Updates personal account balances bi-weekly in Aspect eWorkforce Management Updates key workforce management metric tracking spreadsheets on shared drive for all client teams Updates daily call volume and time updates in Aspect eWorkforce Management for client teams Qualifications Education: Bachelor\'s degree is required Work Experience: At least two years of call center experience required and at least one year of Aspect eWorkforce Management software experience preferred Skills: Exceptionally fluent in English; written and oral communication skills Additional Skills English proficiency required Must have a working knowledge of computer technology that includes Aspect eWorkforce Management software and Excel; strong understanding of workforce management processes and analytical skills; strong communicator and change agent Working knowledge of MS Word, Excel and Outlook; familiarity with Aspect eWorkforce Management Software; ability to learn new software and other technology applications Ability to read, understand and write correspondence; effectively present information in one-on-one and small group settings Mathematical ability to perform basic arithmetic operations Ability to interpret and apply instructions; solve practical problems in varying standardized situations Work Environment Alta Resources is an equal employment opportunity employer. Pasig City, 34th Floor, Wynsum Corporate Plaza, Pasig, National Capital Region, Philippines #J-18808-Ljbffr

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