Workforce Management Analyst

2 days ago

Taguig, National Capital Region, Philippines Tata Consultancy Services Full time $104,000 - $130,878 per year

Work Experience

Scheduling specialist is a critical role holding responsibilities to support and manage the

scheduling activities for the contact center staff. Scheduling specialist must ensure the

agent schedules are prepared in accordance with the local labor rules and regulations

while aligning them closely to the Intraday staffing requirements resulting in

achievement of Service Level objectives for the business.

This role may require working in rotational shifts including weekends. Work from office is

mandatory.

Knowledge and Experience

'
• Proficient in at least one WFM tool (Genesys, NICE, Aspect, Calabrio, Teleopti,

Verint etc.)


• Proficient in Scheduling methodologies like Shift Bid, Rotation, Demand Based,

Availability or Preference based etc.


• Strong mathematical, analytical, communication, and organization skills


• Self-motivated and must excel in a highly dynamic work environment


• Solution and problem solving skills

Behavioral Attributes

' - Excellent written and verbal communication skills

  • Excellent probing, problem-solving and decision making skills.

  • Logical and efficient, with keen attention to detail.

  • Strong customer service orientation.

  • Ability to work in a team-oriented, collaborative environment.

  • Effective Troubleshooting skills.

  • Learning agility – Aptitude to venture in to unknown territories.

  • Good researching skills

Core Role Responsibilities

'Performing volume assessment and volume forecast and setup team roaster as per the

volume forecast


• Performing schedule maintenance and management in workforce management

System


• Working knowledge of the operation SLAs, GOS, Productivity, Utilization & other

KPIs


• Performing scheduling activities for offline or non-productive activities


• Performing tracking of call center team member attrition


• Performing mandatory annual schedule bid processes, which is driven by

seasonality and operational changes


• Performing semi-annual holiday bids


• Performing mini schedule bids


• Documenting the call center staffing net results against call volume demand

requirements


• Perform audit of headcount report to discover any inconsistencies WFM tool and

other back-end systems


• Create new hire schedules for recruiting for upcoming new hire classes


• Collaborate with and provide headcount-impact updates to long range forecast

including team member attrition, leave of absences, etc.


• Collaborate with intraday analyst that is the intraday point-of-contact for lines of

business to discuss updates and trends


• Perform other duties and assignments as directed


• Capacity planning

Language requirement

English

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