Workforce Management Professional

1 day ago

Makati City, National Capital Region, Philippines beBeeWfmAnalyst Full time ₱3,243,750 - ₱6,487,500
Workforce Management Professional

The role of the WFM Resource Planning Analyst is to provide strategic leadership in workforce management areas, ensuring accurate forecasts and capacity plans.

This position requires a high degree of analytical skills, with the ability to work effectively in a fast-paced environment and make data-driven recommendations to improve productivity while balancing service levels.

A successful candidate will be able to maintain accurate forecasts, capacity plans, and schedule plans, as well as ensure timely and precise generation of these plans.

Key Responsibilities
  • Maintain accurate forecasts, capacity plans, and schedule plans by utilizing forecasting tools and techniques.
  • Ensure timely and precise generation of forecasts, capacity plans, and schedules through effective planning and coordination.
  • Provide strategic recommendations to improve productivity while balancing service levels by analyzing metrics and trends.
  • Consult with Operations/Account Management on staffing and volumes using staffing models and provide recommendations for optimization.
  • Work with Operations to develop processes for shift types, vacations, and other schedule exceptions strategies that meet client and internal measures and expectations.
  • Recommend roles and responsibilities with Operations to meet client and internal measures and expectations.
  • Coordinate with HR, SBU, Operations, and other departments to identify hiring strategies and required tour groups.
  • Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective.
  • Support an environment that encourages co-workers to exceed customers' expectations.
Requirements
  • 2+ years previous Contact Center WFM experience.
  • High proficiency with computers and excellent knowledge of word processing, spreadsheets, and database systems.
  • Experience with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment.
  • Exceptional verbal and written communication skills.
  • Ability to multi-task in a professional & courteous manner.
  • Superb Listening, probing, negotiation, and de-escalation skills needed.
  • Must have analytical and troubleshooting expertise.

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