WFM Real Time Analyst
2 days ago
The Workforce Analyst is a pivotal role in ensuring the business optimizes its manpower to meet client deliverables efficiently. This role will focus on forecasting staffing needs, analyzing real-time workload and volume trends, and ensuring scheduling and intraday management processes meet both employee and business needs.
Key Responsibilities:
Forecasting and Planning
- Use historical data, industry trends, and business insights to create accurate volume, handle time, and staffing forecasts.
- Participate in weekly and monthly forecasting meetings, providing expertise and data to support strategic staffing decisions.
Scheduling:
- Develop optimal staff schedules to meet forecasted volume across various channels such as voice, chat, email, etc.
- Coordinate with team leads and managers for schedule adherence, vacation planning, and other off-phone activities.
Real-time Monitoring:
- Monitor real-time contact center performance, comparing it to forecasted metrics.
- Initiate appropriate actions (e.g., break adjustments, overtime, reallocation) to ensure service level agreements (SLAs) are met.
Reporting and Analysis:
- Develop daily, weekly, and monthly performance reports.
- Analyze data to identify trends, areas of opportunity, and recommend solutions to challenges.
- Conduct root cause analysis of staffing issues to recommend corrective and preventive actions.
Stakeholder Communication:
- Collaborate with operations, training, and quality teams to ensure alignment of resources and priorities.
- Provide updates and insights to senior management regarding workforce performance.
Continuous Improvement:
- Stay updated with the latest workforce management best practices, tools, and technologies.
- Recommend improvements to processes, tools, and strategies to better achieve company objectives.
Qualifications and Skills:
- at least 1 year in workforce management, in a Healthcare BPO
- Proficiency with workforce management software
- Strong analytical skills and proficiency in Excel and other data analysis tools.
- Excellent verbal and written communication skills.
- Ability to multitask, manage stress, and work in a fast-paced environment.
- Strong organizational and time management skills.
- Detail-oriented with a proactive approach to problem-solving.
- Can start ASAP
- amenable to working fully on-site in our office in Pasay / Taguig
Job Type: Full-time
Pay: Php30, Php35,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Promotion to permanent employee
- Transportation service provided
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