Workforce Analyst

2 weeks ago

Manila, National Capital Region, Philippines Enshored Inc. Full time

DUTIES AND RESPONSIBILITIES

Information Management: Acquires an in-depth understanding of the client's business model, policies, and procedures in relation to Enshored. Collaborates with senior leadership to implement operations-wide strategic priorities and program initiatives aimed at achieving excellence in service delivery.

Planning/Forecasting: Analyze workforce trends and projections to develop plans aligning with business goals and strategies. Forecast staffing headcounts long-term and monitor customer contact center operations, including the development, monitoring, and analysis of key performance indicators.

Scheduling: Create optimal schedules based on trends.

Liaise with Other Departments/Units: Coordinates with HR Recruitment and Training for new hire classes. Collaborates with business line leaders and executives to optimize business planning and analytics. Builds strong relationships with site operations teams to ensure proper execution of the capacity plan and provide general education.

Quality Management: Develop a strategic workforce management approach integrating insights from workforce analytics, human capital best practices, and business strategy. Undertakes additional duties as assigned to support divisional/departmental goals or for personal and professional training, education, or development as directed by superiors.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

Education/Experience:

  1. Bachelor's degree (no specification) and advanced knowledge in planning and scheduling methodology & procedures.
  2. 6 months to 1 year of capacity planning experience in a call center environment.
  3. Extensive Workforce Management experience.
  4. Broad knowledge of contact center & customer service operations.

Knowledge/Skills/Abilities:

  1. Proficiency in the use of workforce management software (preferably RightForce, Aspect eWorkforce Management, and IEX) and telecommunication systems (Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitoring system).
  2. Basic concept of queuing and traffic management using Erlang theory.
  3. Solid knowledge of call center metrics and WFM policies and procedures.
  4. Excellent verbal and written English communication skills.
  5. Displays strong leadership potential.
  6. Excellent analytical & quantitative skills.
  7. Demonstrated ability to work under pressure and produce.
  8. Highly skillful in using all Microsoft Office products.
  9. Possesses strong interpersonal & customer service skills.
  10. Ability to multitask, adapt to change, and achieve results with accuracy and precision.
  11. Requires time management and organizational skills.
  12. Computer proficient and technology savvy.
#J-18808-Ljbffr

  • Workforce Management Analyst

    2 days ago

    Manila, National Capital Region, Philippines Patrianna Full time

    Patrianna is a leading product development company with a global presence.We are seeking a highly skilled Workforce Management Analyst to join our Customer and Player Operations team.Main TasksRespond swiftly to spikes in chat volume, system outages, or agent unavailability.Coordinate with IT or Product teams if technical difficulties arise, ensuring minimal...

  • Workforce Management Analyst

    3 weeks ago

    Manila, National Capital Region, Philippines Neksjob Corporation Full time

    Support & Escalation Management:Act as the first point of escalation for Intraday Analysts concerning missed service levels (SLs) or challenges in real-time planning execution.Serve as the initial escalation contact for reporting inquiries and troubleshooting issues related to performance reports.Collaborate with the Workforce Management (WFM) team to...

  • Senior Workforce Analyst

    18 hours ago

    Manila, National Capital Region, Philippines Worldwide Resources Solutions Philippines Inc. Full time

    Location: 20th Floor, GBF Tower, Bridgetown, Quezon CityJob Type: Full-Time, Night shiftWork Arrangement: OnsiteAbout Us: Worldwide Resource Solutions (WWRS) is a KPO company dedicated to connecting people and businesses to deliver innovative solutions, create value and elevate local talents to global excellence. We are seeking a talented and motivated...

  • Workforce Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time

    Workforce Analyst (Remote, Morning Shift) - Can Start ASAPThe staff is responsible for optimizing workforce utilization, ensuring effective scheduling, and maintaining a balance between operational efficiency and employee satisfaction within Consumer and Enterprise. The ideal candidate will have experience in workforce planning, real-time management, and...

  • Workforce Insights Analyst

    17 hours ago

    Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

    About the RoleThe Workforce Reports Analyst will be responsible for analyzing large datasets to identify trends, patterns, and correlations that inform business decisions.Conduct in-depth data analysis to identify opportunities for process improvement and measure success.Develop and maintain comprehensive reports and dashboards to support...

  • Workforce Planning Analyst

    18 hours ago

    Manila, National Capital Region, Philippines Visasoft Ltd Full time

    **Job Summary:**We are seeking a skilled Workforce Planning Analyst to join our team at Visasoft Ltd. The successful candidate will be responsible for monitoring service levels, abandon rates, and agent utilization across multiple lines of business and sites.Key Responsibilities:Engage managers in real-time actions needed to meet performance objectivesAdjust...

  • Business Workforce Strategist

    17 hours ago

    Manila, National Capital Region, Philippines Worldwide Resources Solutions Philippines Inc. Full time

    About Us: Worldwide Resource Solutions (WWRS) is a KPO company dedicated to connecting people and businesses to deliver innovative solutions, create value and elevate local talents to global excellence. We are seeking a talented and motivated Business Analyst to join our dynamic team.Job Summary:The Senior Workforce Analyst will be responsible for analyzing...

  • Data Analyst

    17 hours ago

    Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

    Job DescriptionWe are seeking a highly skilled Data Analyst to join our team at WNS Global Services, Inc. As a Workforce Reports Analyst, you will play a key role in analyzing large pools of data to discover trends, patterns, and correlations that will assist managers in making informed business decisions.Analyze complex data sets to identify opportunities...

  • Workforce Analyst

    1 week ago

    Manila, National Capital Region, Philippines HGS Offshore Staffing Solutions Full time

    Role Objective:Staff is responsible for optimizing workforce utilization, ensuring effective scheduling, and maintaining a balance between operational efficiency and employee satisfaction within Consumer and Enterprise. The ideal candidate will have experience in workforce planning, real-time management, and performance analysis to support business goals and...

  • Workforce Solutions Specialist

    7 days ago

    Manila, National Capital Region, Philippines SAGILITY PHILIPPINES B.V. BRANCH OFFICE Full time

    Company OverviewSagility Philippines B.V. Branch Office is a leading provider of workforce management solutions.We are seeking a highly skilled Workforce Analyst to join our team.

  • Workforce Manager

    2 weeks ago

    Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

    Job Description:The WFM Deputy Manager is responsible for overseeing RTA, Planning, reporting and Management Information Systems (MIS) to support data-driven decision-making. This role involves analyzing workforce data, developing staffing strategies, and implementing effective workforce management practices to enhance productivity and efficiency.Coaches...

  • Strategic Workforce Planner

    17 hours ago

    Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

    Job SummaryWe are seeking an experienced Deputy Manager of Workforce Management to join our team at WNS Global Services, Inc. As a key member of our workforce management team, you will be responsible for analyzing data, developing strategic staffing plans, and implementing best practices in workforce management to enhance productivity and efficiency. Your...

  • Workforce Management

    18 hours ago

    Manila, National Capital Region, Philippines Carelon Global Solutions Full time

    Join to apply for the Workforce Management (Team Lead) role at Carelon Global Solutions PhilippinesThe Workforce Assistant Manager is responsible for supervising and developing a workforce management team that develops effective schedules to handle the workload and efficiently manages the real-time operation and communicates performance results. Responsible...

  • Workforce Operations Manager

    4 days ago

    Manila, National Capital Region, Philippines Carelon Global Solutions Philippines Full time

    Job DescriptionThe Workforce Management team plays a critical role in ensuring the efficient operation of our organization. As a Workforce Operations Manager, you will be responsible for supervising and developing a high-performing workforce management team that develops effective schedules to handle workload fluctuations and optimizes real-time...

  • Workforce Management Lead

    17 hours ago

    Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

    Job DescriptionThe Deputy Manager of Workforce Management at WNS Global Services, Inc. plays a critical role in overseeing the effective utilization of our workforce to achieve business objectives. This position involves analyzing data, developing strategic staffing plans, and implementing best practices in workforce management to enhance productivity and...

  • Workforce Manager

    18 hours ago

    Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

    Job Description:The WFM Deputy Manager is responsible for overseeing RTA, Planning, reporting and Management Information Systems (MIS) to support data-driven decision-making. This role involves analyzing workforce data, developing staffing strategies, and implementing effective workforce management practices to enhance productivity and efficiency.Coaches...

  • Workforce Data Specialist

    17 hours ago

    Manila, National Capital Region, Philippines Worldwide Resources Solutions Philippines Inc. Full time

    About the Role:The Senior Workforce Analyst will be responsible for analyzing workforce data, forecasting staffing needs, and developing strategies to improve workforce efficiency. This role requires a strong background in data analysis, workforce management, and strategic planning, with the ability to provide actionable insights to senior leadership.Main...

  • Workforce Management

    4 days ago

    Manila, National Capital Region, Philippines Carelon Global Solutions Philippines Full time

    The Workforce Assistant Manager is responsible for supervising and developing a workforce management team that develops effective schedules to handle the workload and efficiently manages the real-time operation and communicates performance results. Responsible for leading, developing, and coaching a team of workforce analysts and schedulers. Manage...

  • Workforce Optimization Expert

    19 hours ago

    Manila, National Capital Region, Philippines VXI Global Holdings B.V. (Philippines) Full time

    **Job Description**VXI Global Holdings B.V. (Philippines) is seeking experienced professionals to fill the role of Real Time Analyst, responsible for managing service level performance and optimizing workforce efficiency.

  • Workforce Manager

    17 hours ago

    Manila, National Capital Region, Philippines Carelon Global Solutions Full time

    Job Summary:The Workforce Management (Team Lead) role at Carelon Global Solutions Philippines is a key position responsible for supervising and developing a workforce management team.Main Responsibilities:Develop effective schedules to handle workload and efficiently manage real-time operations.Communicate performance results and lead, develop, and coach a...