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Sr. Workforce Analyst (Capacity Planning)

₱ 57,500.00 monthly ·  Muntinlupa, National Capital Region ·  Yesterday (updated)

ASCENT PRO

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  • Description

  • Sr. Workforce Analyst (Capacity Planning)

    Location: Centris / Alabang

    Salary: 45K to 57,500K

    Qualifications:

    Education: High School Diploma or GED; and college level mathematics helpful

    Experience: Minimum of 2 years of call center experience. At least 2 years of workforce management experience (preferably forecasting) in a multi-site, multi-channel contact center that utilized workforce management software; Knowledge of contact center solutions preferred. (eWFM, IEX, Aspect, Blue Pumpkin, Avaya, CMS Supervisor, Kana, Kronos)

    Skills, Knowledge, & Abilities: Proficiency with Microsoft Office (Excel, Word, PowerPoint) and Access; excellent written and verbal communication skills; understanding of arithmetic formulas; knowledge of IEX Total View Scheduling software a must, preferred experience using the BU/Multisite feature.

    JOB RESPONSIBILITIES

    - Partners with operational leadership to ensure service levels are met

    - Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status

    - Monitors break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure proper staffing levels and adherence

    - Documents system or telephone problems identified by team members; provide follow up to ensure problem is resolved

    - Conduct analysis and recommend solutions to real-time performance issues

    - Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met

    - Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met

    - Prepare daily/weekly/monthly and ad hoc reports and distribute to management

    - Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.

    OTHER RELATED DUTIES

    - Escalates any larger system and/or telephone problems to both operational leadership and client management

    - Provide senior level assistance to Team Manager with revisions of work schedules

    - Provide senior level assistance to Team Manager in reviewing agent requests for time off such as vacation and personal days

    - Other duties as assigned to include various ad hoc reporting requests

    - Looks for and reports on trends for all related KPI’s. i.e. Occupancy, Service Level, AHT and Absenteeism

    - Evaluates opportunities for down-staff / over time and communicates recommendations accordingly
  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 2 years of experience
  • Availability for travel: Yes
  • Availability for change of residence: Yes
  • People with disabilities: Yes

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Job summary

  • Sr. Workforce Analyst (Capacity Planning)

  • Muntinlupa, National Capital Region

  • Company

    ASCENT PRO
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 57,500.00 monthly

  • Apply