Customer Service - Workforce Analyst
Manila, Philippines
5d ago

Job Description :

  • Create long term budget forecast, mid-range, short term and intraday forecasting
  • Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies
  • Validate confidence of established influences / drivers (factors determining forecasts) Leverage advanced statistical methodologies (correlation, regression, etc.)
  • Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making
  • Provide analysis and recommendations to improve staffing levels and efficiency
  • Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operation.
  • Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
  • Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
  • Provide historical reporting compilation as required by the campaign.
  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests
  • Create reports on historical call volume, handle time and operating performance.
  • Develop call forecasts to a level of detail necessary for effective headcount planning and scheduling(interval level, daily level, weekly and monthly staffing requirement based on forecasted
  • Volume taking into consideration the assumed AHT, absenteeism and other shrinkages)
  • Develop and publish weekly agent schedules. Track call forecasts against actual results
  • Work closely with other departments promoting open flow of information
  • Creates / updates mid term to long term staffing / capacity plan
  • Maintains the roster of the program assigned and enforces roster timeline to Operations
  • Requirements :

  • Graduate of any Bachelor's Degree
  • At least 2 years experience in the call center / BPO industry
  • Proficient with MS Excel and Google applications
  • Strong verbal and written communication skills
  • Keen on details and strategic
  • Able to collaborate with multiple stakeholders
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