Workforce Analyst

3 days ago

Pasig, National Capital Region, Philippines NAIS CORP Full time

Overview:

Workforce analysts perform various functions, including overseeing all aspects of workforce optimization such as planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free and continuous workflow project for the organization.

Job Title: Workforce Analyst

Job Type: Full-time

Working Schedule: Monday to Friday

Working Hours: 7AM - 4PM

Location: Pasig City

Main Duties and Responsibilities:

  • Primary point of contact on workforce management policies
  • Subject-matter expert on workforce optimization issues
  • Ensure service level targets are met; maintain the right headcount, and calculate call capacity
  • Responsible for the maintenance and upkeep of scheduling software
  • Reporting data management activities around employee scheduling and forecast
  • Improve processes and increase efficiency of operations by recommending necessary changes
  • Undertake majority of call forecasting and agent scheduling for the contact center
  • Ensure employees' time is accurately recorded by reviewing every timecard in Oracle and 13 or other applicable software
  • Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employee
  • Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center
  • Adjust total hours worked and any time off (leave) an employee has recorded in Oracle or applicable software
  • Responsible for the approval of an employee's timecard in Oracle at the end of each pay period

Qualifications:

  • Bachelor's degree in any course relevant to the role.
  • 1-2 years of experience as a Workforce Analyst.
  • 1 year of experience in reporting and analysis using Salesforce Lightning or Salesforce Classic is required.
  • Experience in CRM Tools is a plus.
  • Experience using data and metrics to drive improvement
  • Proficiency in data manipulation and data management
  • Proven analytical skills in areas of reporting and providing insights on the results
    • Skilled in statistical analysis and quantitative modeling techniques, including predictive model development, simulations, optimizations, and other computational methods.
  • Strong organization and project management skills
  • Experience in developing content for technical deployments for for Sales & Commercial associates.
  • Must be self-directed and able to work with individuals at all levels, including executiv management (comfort in interacting with and presenting to senior leadership and functional teams).
  • Ability to span multiple technology platforms and the willingness to become proficient in technologies over and above the required specialty.
  • Proven time management skills with the ability to multi-task
  • Strong attention to detail with a high level of accuracy
  • Proficient in Microsoft Office Products
    • Excellent verbal and written communication skills

Other qualifications:

  • Must be amenable to working in shifting schedules, weekends, and holidays.
  • Hands-on and able to work across diverse cultures.
  • Dynamic and able to adapt to changes.

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