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Workforce Management and Business Analytics Analyst

Converge ICT
National Capital Region Fulltime 250+

PURPOSE

This role will be responsible for analyzing transaction arrival patterns and creating staff schedules to address these. He will consider data from multiple sources intra- day/week/month to determine needs and gaps, then provide recommended changes to stakeholders. Areas of focus include, but are not limited to scheduling, daily staffing requirements, forecasting procedures, service levels, outliers, handle times, shrinkage, occupancy, and other contact center and service desk metrics. Daily and ad-hoc report generation, intra-departmental communication and relationship building are key aspects of this role. It is of utmost importance that data generated is accurate and produced periodically in a timely manner.

MINIMUM REQUIREMENTS

Education: Minimum Educational
Qualifications for this position

  • Candidate must possess at least Bachelor's/College Degree

Relevant Experience:

  • College level (graduate of any course)
  • With experience in performing WFM functions (specifically real-time
    management) in a multi-department/site contact center environment required

Business Understanding:

  • Must have relevant experience in BPO setup.

AREAS OF RESPONSIBILITY

  • Provide real-time monitoring via available tools (USP, Lgorithm, etc.) and
    workforce management techniques
  • Perform continual analysis of current performance (noting recent historical
    trends) and conduct real-time re-forecasting to make necessary adjustments in
    staffing plans and coordinate with Operations teams
  • Maintain constant communication with Operations teams to coordinate needed
    staffing adjustments based on current and forecasted results.
  • Produces call volume forecasts on a daily, weekly, monthly and annual basis
    for multi-site operation
  • Generates and evaluates staffing schedules and ensures data updates into
    scheduling system. Generates short and long-term staffing models and
    provides recommendations based on analysis
  • Provide daily/intra-day performance reports and all adhoc reports that will be
    required by the team supported

Group: Customer Experience

Job Level: Team Member

Area of assignment 

  • Reliance, Pasig

 

For interested applicants, you may email your resume at hr.reliance@convergeict.com or click the button above and complete the application form

 

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