Workforce Management Analyst

7 days ago


Pasig, National Capital Region, Philippines Universal Access and Systems Solutions Inc. Full time

About the Job:

The Workforce Management Analyst plays a critical role in analyzing and recommending staffing recommendations to operations heads. This involves evaluating key drivers such as AHT, attrition, shrinkage, occupancy, and hiring trends. The analyst will also provide expertise and support for new initiatives requiring changes to staffing plans, create scenarios to determine cost/benefits, and manage physical space capacity across all centers.

Primary Responsibilities:

  • Forecast the anticipated staffing demand and plan accordingly.
  • Determine required capacity, calculate resource capacity of current resources, measure the capacity gap, and align capacity with demand.
  • Regularly assess and report results for performance against required deliverables.
  • Assess impacts/solutions and communicate possible recruiter gaps to the talent acquisition and operation team.
  • Maintain a master file of current forecasting processes and supporting documents; modify these processes to improve overall customer experience.
  • Conduct regular audits and report findings/recommendations for all WFM forecasting processes.
  • Prepare and present WFM forecasting improvement plans and manage their implementation.

Desired Qualifications:

  • At least 3-5 years of experience in workforce management, capacity planning, resource planning, or a similar role.
  • Proven experience in analyzing large datasets and forecasting staffing or resource needs.
  • Familiarity with project management tools and techniques.


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