Operational Efficiency Specialist

1 day ago

San Juan, National Capital Region, Philippines beBeeAnalyst Full time ₱800,000 - ₱1,200,000
Job Title:

Workforce Management Analyst


Description:

The Workforce Management Analyst plays a vital role in the organization's efforts to optimize workforce management areas such as forecasting, scheduling, and analysis. This position requires strong leadership skills to provide vision and guidance to the team.

The ideal candidate will have experience with WFM tools, excellent analytical and problem-solving skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:

  • Maintain accurate forecasts, capacity plans, and schedule plans
  • Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion
  • Offer strategic recommendations to improve productivity while balancing service levels
  • Provide consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
  • Work with Operations to develop processes for shift types, vacations, and other schedule exceptions strategies that maintain the employee needs/Client requirements balance
  • Recommend roles and responsibilities with Operations to provide the best opportunity for meeting client and internal measures and expectations
  • Coordinate with other departments (i.e. HR, SBU, Operations, etc.) to identify hiring strategies and required tour groups for new programs and attrition replacements
  • 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
  • Ensure that all reference materials are up to date
  • Facilitate, lead, and participate in daily and weekly meetings among key stakeholders
  • Lead weekly and monthly conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenarios
  • Partner closely with Local Real Time Support resources
  • Recommend and support benchmarking using metrics, industry standards and original concepts

Requirements:

To be successful in this role, you will need:

  • 2+ years previous Contact Center WFM experience
  • High proficiency with computers, Excellent knowledge and use of word processing, spreadsheets, and database systems
  • Experience in with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment
  • Exceptional verbal and written communication skills
  • The ability multi-task in a professional & courteous manner
  • Superb Listening, probing, negotiation and de-escalation skills needed
  • Must have analytical and troubleshooting expertise
  • Ability to provided on-call s support, and work a flexible schedule
  • Must be able to work various shifts, including holidays in a 24x7 operating environment

About Us:

We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs.

We're an equal opportunity employer and welcome applications from diverse candidates.

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