Workforce Planning Analyst

1 week ago

Iloilo City, Western Visayas, Philippines Fair Trade Outsourcing Full time ₱120,000 - ₱180,000 per year

Fair Trade Outsourcing is hiring a Full time Workforce Planning Analyst role in Iloilo City Proper, Western Visayas. Apply now to be part of our team.

Job summary:

  • Looking for candidates available to work:
  • Monday: Evening
  • Tuesday: Evening
  • Wednesday: Evening
  • Thursday: Evening
  • Friday: Evening

Assist in overseeing the daily performance of the Forecast and Scheduling.
Tracks Team Attendance Timekeeping Record.
Handles the documentation related to company policy deviation on schedule
adherence.
Conducts performance appraisals on Schedule analysts periodically.
Alerts Operations on any potential or real risk to the production team with
regards to achieving service goals.
Responsible for forecasting the long-term and short-term headcount and seat
requirements for budget planning and service level coverage.
Responsible for creating detailed volume forecasts using Workforce Planning,
Forecasting and Scheduling software.
Completes all monthly, weekly and daily forecasts with updated metrics and data.
Monitors daily performance of forecast against actual metrics within the center
and applies changes to future plans.
Provides all forecasts in advance for review by Workforce Manager. Plans for
future staffing needs based on call pattern trend analysis and key developments
that affect staffing levels.
Plans, directs, supervises and evaluates forecasting and scheduling workflow.
Assists in the implementation of a Workforce Management System within the
organization to enable effective management of shifts and work patterns.
Maintains frequent contact with other departments like Training and QA to
address training and coaching requirements of agents, assuring Service Goals are
still met.
Responsible for efficient scheduling 365 days of the year.
Ensures confidentiality, integrity and availability of information critical to
fulfilling the organizations business functions.
Requirements:
Must have a minimum of 1 year BPO experience
Must have a great understanding with usage of Excel or Google Sheets
Excellent verbal and written communication skills
Must be willing to work on a flexible schedule including Weekends and/or
holidays.

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