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Capacity Management Lead

2 weeks ago

Manila, National Capital Region, Philippines Enshored Inc. Full time
About the Job

We are seeking an experienced Workforce Analyst to join our team. As a Workforce Analyst, you will be responsible for analyzing workforce trends and projections to develop plans aligning with business goals and strategies.

Key Responsibilities
  1. Collaborate with senior leadership to implement strategic priorities and program initiatives.
  2. Analyze workforce trends and projections to develop plans aligning with business goals and strategies.
  3. Forecast staffing headcounts long-term and monitor customer contact center operations, including the development, monitoring, and analysis of key performance indicators.
  4. Create optimal schedules based on trends.
Requirements
  1. Bachelor's degree in a relevant field, such as Business Administration or Operations Management.
  2. 6-12 months of experience in capacity planning in a call center environment.
  3. Extensive Workforce Management experience.
  4. Broad knowledge of contact center & customer service operations.
Skills and Qualifications
  1. Proficiency in the use of workforce management software (e.g., RightForce, Aspect eWorkforce Management, IEX) and telecommunication systems.
  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 results.
  8. Highly skilled in using 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.