Strategic Workforce Analyst

2 days ago

Province of Palawan, Mimaropa, Philippines beBeeAnalytical Full time ₱800,000 - ₱1,000,000
Workforce Optimization Role Overview

This role spearheads vision and leadership in workforce management areas, focusing on Forecasting, Scheduling, and Analysis. The primary objective is to maximize workflow while minimizing causes of client dissatisfaction.

The successful candidate will be responsible for driving strategic initiatives to enhance productivity while balancing service levels. This includes maintaining accurate forecasts, capacity plans, and schedule plans, ensuring timely and precise generation of forecasts, capacity plans, and schedules.

Key Responsibilities:
  • Maintain accurate forecasts, capacity plans, and schedule plans
  • Ensure timely and precise generation of forecasts, capacity plans, and schedules
  • Offer strategic recommendations for improving productivity while balancing service levels
  • Provide consultation on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
  • Collaborate 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 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 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
Requirements:
  • 2+ years previous Contact Center WFM experience
  • High proficiency with computers, excellent knowledge and use of word processing, spreadsheets, and database systems
  • Experience in WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment
  • Exceptional verbal and written communication skills
  • The ability to multi-task in a professional & courteous manner
  • Superb Listening, probing, negotiation and de-escalation skills needed
  • Must have analytical and troubleshooting expertise
  • Ability to provide on-call support, and work a flexible schedule
  • Must be able to work various shifts, including holidays in a 24x7 operating environment

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