Workforce Analyst

17 hours ago

Taguig, National Capital Region, Philippines FBG Philippines (Claymore) Full time ₱900,000 - ₱1,200,000 per year

JOB SUMMARY:

Workforce analysts perform various functions, including overseeing workforce optimization. This includes planning, creating, and communicating forecasts and schedules to enable a hassle-free and continuous workflow project for the organization.

JOB DESCRIPTION:

  • Responsible for daily/weekly maintenance of employee schedules within a workforce management application.
  • Manage intra-day staffing levels and determine most effective levels for staffing adjustments for various channels including email, chat, phone in a global 24x7 environment.
  • Monitoring of workload volumes
  • Monitor workload service levels for appropriate escalation and awareness.
  • Maintain trend reporting as it relates to queue performance.
  • Proactively recommend scheduling changes based intraday movement and incoming volume (i.e. voluntary training, project time, overtime, etc.)
  • Document and report on impacts to service levels and performance goals (i.e. service incidents and system outages)
  • Understand and support Workforce Management feedback communications.
  • Work with business leaders and advocates to identify user experience and document feedback to help determine new schedule practices.
  • Provide daily reporting to leadership on service levels and queue volumes.
  • Responsible for understanding daily actions taken, volume/staffing impacts and communicating root cause with the Workforce Management team.
  • Provide support to the leadership team on necessary reporting and trend analysis.
  • Ability to clearly communicate with leadership on multiple levels.
  • Participate in strategic planning initiatives while maintaining a high level of confidentiality.
  • Document WFM processes and workflow changes.
  • Serve as the primary point of contact on workforce management policies and optimization experts.
  • Ensure employees' time is accurately recorded by reviewing and approving attendance reports in Sprout, or other applicable software.
  • Review and record time worked against the scheduled shift when an employee works overtime.
  • Create schedules that ensure coverage, minimize costs, and maximize productivity according to the business's needs.

JOB QUALIFICATIONS:

Technical Skills

  • Computer literate and can easily adapt to new technology.

Professional Skills

  • Strong attention to details, organization, analysis, problem-solving.
  • Excellent verbal and written communication skills.
  • Resourceful and able to work with different teams and personalities.
  • Ability to effectively adapt to deadlines in a fast-paced environment.
  • Strong problem solving, multitasking, organizational, and leadership skills.
  • College degree preferred but not required.

Job Types: Full-time, Permanent, Fresh graduate

Benefits:

  • Additional leave
  • Company events
  • Health insurance
  • Life insurance
  • Promotion to permanent employee

Ability to commute/relocate:

  • Taguig: Reliably commute or planning to relocate before starting work (Required)

Location:

  • Taguig (Required)

Work Location: In person

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