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Labor Resource Analyst

1 week ago

Manila, National Capital Region, Philippines Security Bank Corporation Full time
About the Role

Join our team as a Workforce Analyst and play a key role in optimizing contact center operations.

Responsibilities include monitoring staff attendance, writing and delivering reports, ensuring daily staff coverage, adhering to schedules, observing attendance incidents, and communicating with staff members.

Key Responsibilities:

  • Analyze workforce data to identify trends and patterns.
  • Optimize schedules and breaks due to absenteeism, unplanned activities, etc.
  • Raise alerts/red flags to Operations leaders for potential failure of end-of-day and/or end-of-month SLA based on projected targets.
  • Review and optimize skills mapping between telephony and WFM tools.

Requirements

  • Bachelor's degree in any field.
  • 2-4 years relevant experience in workforce management.
  • Contact center background in the banking industry is a plus.
  • Strong analytical skills to interpret large datasets.
  • Familiarity with workforce management software (e.g., NICE IEX, Kronos, Workday) and data analysis tools.
  • Ability to use statistical methods and predictive analytics to forecast staffing needs.
  • Excellent communication skills to present findings effectively.
  • Willingsness to work on premise in Makati Head Office.

About Security Bank Corporation

We're committed to providing a work environment that fosters growth, innovation, and excellence.