Workforce Performance Strategist

17 hours ago

Quezon City, National Capital Region, Philippines beBeeStrategy Full time ₱3,000,000 - ₱4,500,000
Job Title: Workforce Performance StrategistThe Workforce Management Analyst plays a vital role in understanding and forecasting contact center transaction volumes, trends, and average handle times to determine workload demands. This involves efficient staffing allocation and scheduling to ensure optimal queue management and resource utilization.Key Responsibilities:
  • Forecasting & Analysis:

    • Develop short-term to long-range forecasts for workloads, headcount requirements, average handle time (AHT) trends, shrinkage inputs, occupancy rates, and production volume trends by Line of Business (LOB), campaign, and site.

    • Regularly evaluate interval-level performance against targets, reassess workloads, and realign staffing accordingly.

  • Scheduling & Staffing:

    • Design schedules based on company work rules, selecting shift types that meet service levels with minimal overtime.

    • Manage capacity planning across multiple programs and LOBs, ensuring optimal agent placement and minimizing disruptions.

    • Coordinate staffing during large-scale initiatives and proactively plan for overtime and other staffing needs.

  • Collaboration & Reporting:

    • Conduct regular meetings with departments to review staffing models, discuss risk mitigation strategies, and provide insights for management decisions.

    • Develop and enhance report templates to present production trends clearly and support data-driven decision-making.

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