MIS | Workforce Analyst | WFM | RTA | Healthcare BPO

2 days ago

Taguig, National Capital Region, Philippines Access Healthcare Services Manila, Inc. Full time $104,000 - $130,878 per year

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

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