Workforce Operations Strategist

3 days ago

Taguig, National Capital Region, Philippines beBeeBusiness Full time ₱1,800,000 - ₱2,500,000

Job Title: Senior Workforce Analyst

Responsibilities
  • Create comprehensive reports on historical call volume, handle time and operational performance metrics.
  • Develop accurate forecasts of call volumes to inform headcount planning and scheduling, taking into consideration assumed Average Handling Time (AHT), absenteeism and other shrinkages.
  • Publish weekly agent schedules and track call forecast performance against actual results.
  • Collaborate with cross-functional teams to promote a culture of open communication and information sharing.
  • Implement efficient scheduling processes and ensure seamless roster management.
  • Develop mid-term to long-term staffing and capacity plans to meet business needs.
Required Skills and Qualifications
  • Strong multitasking skills with the ability to adapt to changing priorities.
  • Excellent problem-solving skills with attention to detail and accuracy.
  • At least 1 year of experience in related field with manual scheduling expertise.
  • Flexibility to work in varied shifts, including night shifts.
Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Project Management and Information Technology
  • Industry: Internet Publishing

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