Workforce Management Analyst I

3 days ago

Davao City, Davao, Philippines iQuor Full time ₱1,200,000 - ₱2,400,000 per year
We're excited you've considered to Be More with iQor. From Customer Interactions to Product Support, we'll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let's get started

Job Summary:

Proactively monitors service levels, efficiency and execute plans that will improve service deficiencies as they relate to volume, average handle time or forecast. Must have knowledge of what is taking place in the business the day before the event occurs, such as training or any offline activities that may impact the contact centers ability to handle the forecast. Determine an acceptable range, if any, for service levels goals to fluctuate before an action plan is implemented.

Responsibilities:
  • Intra-Day Performance-manage forecast to actual by 30 minutes, in order to meet service levels and efficiency.
  • Provides hourly communication on all aspects of the contact center performance.
  • Utilize IDP's to determine variances to forecast, AHT and staffing.
  • Documents any actions taken or issues impacting performance.
  • Queue Monitoring-Monitors site performance to ensure service levels metrics are met and are not negatively impacting other metrics.
  • Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers' satisfaction.
  • Requests allocation or skill addition,
  • Analyzes IDP's throughout the day to determine if service levels goals are in jeopardy.
  • Implements escalation procedures when determination is made that the enterprise os specific business segments are in jeopardy.
  • Real Time Adherence-Oversees minute by minute contact center queue management.
  • Oversees adherence per interval
  • Prioritize time sensitive communications.
  • Notification of RTA exceptions is required to quickly impact adherence issues.
  • Review RTA and continually reassess based on contact center events.
  • Monitor performance to ensure service level metrics are not jeopardized due to lack of adherence.
  • Identifies improvement opportunities and implement solutions to improve site productivity Queue Management
  • Performs skill changes when thresholds/efficiency/service levels are in jeopardy.
  • Coordinates with NRP to determine when assistance at other skills is necessary.
  • TCC/Jumpstart need.
  • Analyzes Call drivers.
  • Communicates trends to NRP and make recommendations to resolve
  • Communicates volume drivers and current performance
  • React in response to forecast variances (high/low).
  • Assesses queues and communicate findings to national, technology team and leadership as needed.
  • Works with Force Desk supervisor to develop action plans to handle unexpected call surges and/or to manage efficiency during off peak call times.
  • Executes plan real time according to the situation.
  • Exception Reporting.
  • Checks attendance calls and voice mail.
  • Enters exceptions in application.
  • Communicates shrinkage outside of forecast.
  • Performs other duties as assigned.
Skills Requirements:
  • 1-3 years of experience in similar role.
  • Prior work force management experience including forecasting, staffing, and scheduling, desired.
  • Prior call / contact center experience, 1 year minimum required
  • Strong and effective oral / written communication skills (communication will be with various levels client organizational structures)
  • Excellent presentation skills
  • High level of proficiency with Excel
  • Strong mathematical skills.
  • Strong analytical skills.
  • Ability to multi-task.
  • Ability to prioritize deliverables.
  • Ability to maintain confidential information.
  • Working knowledge of Avaya or other ACD system.
Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

  • URGENT Business Intelligence Analyst I

    2 days ago

    Davao City, Davao, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

    About the role We are seeking a talented Business Intelligence Analyst I to join our dynamic team at Teleperformance in Davao City. In this full-time role, you will play a crucial part in leveraging data and analytics to drive strategic decision-making for our organisation. With a focus on extracting insights from complex data sets, you will be instrumental...

  • Workforce Real-Time Analyst

    2 days ago

    Davao City, Davao, Philippines VXI Global Solutions Full time ₱900,000 - ₱1,200,000 per year

    This position supports business leadership through development of complex financial and operational reporting and analysis solutions. This position also leads technical design projects and oversees processes for developing appropriate reporting infrastructure and procedures.Monitors queue real-timeAnalyzes, monitors and balances real-time staffing levels...

  • Workforce Forecaster and Planner

    2 days ago

    Davao City, Davao, Philippines Optum Full time ₱900,000 - ₱1,200,000 per year

    Job ResponsibilitiesThis position is responsible for forecasting staffing variables (i.e. volume, average handle time, off-phone activities, overflow, etc.) and working with the leadership team to validate the planning assumptions and volume forecastFormulate recommendations based upon analysis, data and input from users and departmental...

  • Membership Services Assistant I

    2 days ago

    Davao City, Davao, Philippines TAGUM COOPERATIVE Full time ₱204,000 - ₱228,000 per year

    Membership Services Assistant I is responsible in the screening and accepting of new members/clients and is also responsible to assists the MSS Officer/ Branch Manager in the implementation of all Membership Programs and Activities, responsible in Processing Application of New Members, facilitates and updates the Membership Records including Mortuary and...

  • Operations Manager

    7 days ago

    Davao City, Davao, Philippines Queensland Government Full time ₱90,000 - ₱120,000 per year

    **Make a meaningful impact and work with QLD Government's builder, QBuild Benefit from working in a commercialised business unit within the public sector and enjoy access to a range of government exclusive benefits, as well as exciting career opportunities across the state. Don't miss this chance to build your career —apply nowQBuild is growing Step into a...

  • Inventory Analyst

    5 days ago

    Davao City, Davao, Philippines Rose Excellence Corporation Full time ₱150,000 - ₱250,000 per year

    Primary Duties & ResponsibilitiesEncode finished goods/production in every branch to monitor the actual count and sales of the branch.Receive & file the documents of all branches.Total all the sales amount starting day 1 up to 31 and report it to the sales analyst.QualificationBachelor's degree in business administration, marketing, or a related field.At...

  • HR Manager

    2 days ago

    Davao City, Davao, Philippines Rebel Bakehouse Full time ₱720,000 - ₱960,000 per year

    The HR Manager will oversee different facets such as recruitment, compensation & benefits, performance evaluation, and workforce planning.Job requirements:graduate of Psychology, Behavioral Science, or equivalentat least 5 years experience in HRsupervisory or managerial experiencemust have experience in recruitment, workforce planning, compensation &...

  • Warehouse Analyst

    3 days ago

    Davao City, Davao, Philippines CREST Forwarder, Inc. Full time ₱900,000 - ₱1,200,000 per year

    About the role We are seeking a talented Warehouse Analyst to join the CREST Forwarder, Inc. team in our Davao City Branch location. As a Warehouse Analyst, you will play a crucial role in optimizing our logistics operations by providing in-depth analysis and reporting to drive continuous improvement. This full-time position offers excellent opportunities...

  • Operations Analyst

    2 weeks ago

    Davao City, Davao, Philippines Connext Full time ₱250,000 - ₱500,000 per year

    TheOperations Analystis responsible for ensuring seamless service delivery by monitoring team member utilization, addressing deviations in schedules, maintaining business continuity plans, and fostering a productive and cohesive team environment.Tasks and Responsibilities:Monitor team member utilization using Uptime Monitoring tool and identify any...

  • Implementation Manager

    2 weeks ago

    Davao City, Davao, Philippines Elabram Systems Inc Full time ₱800,000 - ₱1,500,000 per year

    What you will do:Manage and define project scope, workforce planning, and performance to attain first-time accuracy.Oversee financial performance during the roll-out phase, aligning with budget projections to support overall project financial health.Initiate Change Management strategies considering KPI's, identifying and implementing improvement...