Workforce Management Analyst

3 weeks ago

Pasig, Philippines Alta Resources Full time

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. In addition, this position will work closely with Program Directors to assess impact of daily absences, changes in call volumes, etc. In addition this position will be responsible for accurately updating and managing multiple databases used to provide efficient workforce management services and data analytics for multiple client teams. The function entails extensive experience in the 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 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; have a strong understanding and knowledge of the workforce management process and strong analytical skills. This individual must be a strong communicator and change agent
  • Working knowledge of computer technology that includes: Intermediate to Advanced MS Word, Excel and Outlook as well as Aspect eWorkforce Management Software. Also, individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources
  • Ability to read and comprehend instructions, short correspondence, and memos. Ability to write general correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • This position requires exemplary attendance, schedule flexibility, and an aptitude for time management
  • Proven experience communicating with peers and associates. Ability to evaluate requirements and make sound recommendations
Work Environment

Alta Resources is an equal employment opportunity employer.

#J-18808-Ljbffr

  • Workforce Manager

    4 weeks ago

    Pasig, Philippines Transcom Worldwide Philippines, Inc. Full time

    On-site - Pasig 3-5 Yrs Exp Bachelor Full-time Overview Transcom is looking for talented individuals like you to join our awesome team! Be the next Workforce Manager for our Transcom Ayala 30th site. Join our Transcom Family as a Workforce Manager! Job Description Medical Reimbursement Employee Recognition and Rewards Anniversary Gifts Government Mandated...

  • Sr. Workforce Manager

    2 weeks ago

    Pasig, National Capital Region, Philippines Support Services Group Full time ₱2,000,000 - ₱2,500,000 per year

    Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.Oversee...

  • Sr. Workforce Manager

    4 weeks ago

    Pasig, Philippines Support Services Group Full time

    Responsibilities Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements. Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business...

  • Workforce Supervisor

    4 weeks ago

    Pasig, Philippines Gap Solution Recurrent Firm Full time

    WORKFORCE SUPERVISOR (Onsite | Night Shift) We are seeking a skilled Workforce Supervisor to join our team. Position: Workforce Supervisor Location: Pasig Shift: Night Shift Salary: Up to PHP 45,000–50,000 Qualifications: Tenured Senior WFM Analyst with 3–5 years of experience as a Workforce Supervisor Background in handling telco accounts within...

  • Workforce Management/Real Time Analyst

    4 days ago

    Pasig, Philippines Global Staff Connections Full time

    Qualifications Graduate of Accounting, Finance, Business Administration, Office Management, or any relevant degree At least 3 years of experience as Real-Time Analyst, Workforce Analyst, or any relevant role Must be proficient inMicrosoft Excel and otherOffice 365 Applications (Outlook, Teams, Word, PowerPoint, etc) Strong organizational and planning skills...

  • Workforce Supervisor

    2 weeks ago

    Pasig City, Philippines Gap Solution Recurrent Firm Full time

    WORKFORCE SUPERVISOR (Onsite | Night Shift) We are seeking a skilled Workforce Supervisor to join our team. Position: Workforce Supervisor Location: Pasig Shift: Night Shift Salary: Up to PHP 45,000–50,000 Qualifications: Tenured Senior WFM Analyst with 3–5 years of experience as a Workforce Supervisor Background in handling telco accounts within...

  • Workforce Management Analyst

    3 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...

  • Regional Workforce Reporting Analyst

    1 week ago

    Pasig, National Capital Region, Philippines Grab PH Full time $104,000 - $130,878 per year

    Company DescriptionAbout Grab and Our WorkplaceGrab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to...

  • Workforce Manager

    4 weeks ago

    Pasig, Philippines Transcom Full time

    Overview Transcom Pasig, National Capital Region, Philippines Join to apply for the Workforce Manager (Capacity Planning) role at Transcom . Transcom Pasig, National Capital Region, Philippines 3 days ago Be among the first 25 applicants. Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Transcom. Hiring for...

  • Workforce Supervisor

    1 day ago

    Pasig, National Capital Region, Philippines Intelegencia Full time ₱840,000 per year

    As a Workforce Supervisor, you will be responsible for overseeing the day-to-day workforce operations, ensuring that staffing levels align with business needs and service level targets. You will lead a team of schedulers and real-time analysts, ensuring accurate forecasting, schedule adherence, and intraday performance management. This role requires strong...