Workforce Analyst
Stealth Monitoring
Pasig
5d ago

Stealth’s Workforce Management Specialist is responsible for ensuring that the Monitoring Center meets the established standards of quality including reliability, usability and performance.

They ensure that organization has the right amount of resources at any given time of operations. They maintain focus on operational effectiveness of the center and ensure that client requirements, service levels, and expectations are met.

WFM Specialist is held accountable for schedule adherence, service level, and absenteeism. They forecast and prepare for alarms and escalation volume, as well as monitor and report on in chair occupancy, and other components of the monitoring workflow.

Duties & Responsibilities

  • Analyze intraday statistics, workforce performance, service levels, and scheduling statistics to recommend courses of action in balancing service levels to business and staff requirements.
  • Work closely with Operations Management to assist in enforcing schedule adherence and transactional threshold guidelines of all accounts.
  • Analyze current and historical work volumes and patterns, handling time, productivity trends, and all future volume / work requirements to develop budget and volume / work forecasts;
  • Maintain scheduling consistency for operators based on absenteeism, attrition, breaks, lunches, time off, vacations, outages, etc.
  • They are responsible for real time monitoring and updating of operator schedules.

  • Work closely with the BCP lead to plan and implement strategies in times of outages and any scenarios that may affect the workforce.
  • Locate and define new process improvement opportunities.
  • Work close with the Quality Assurance and Continuous Improvement teams to identify and communicate process improvement initiatives.
  • Perform other duties as assigned
  • Ability to provide support to operations
  • Qualifications

  • 5 years of experience in workforce management analysis and reporting.
  • Advanced excel skills is required.
  • Strong macro and programming skills is preferable.
  • Proven ability to analyze results and recommend solutions.
  • Experience in communicating to all levels of organization.
  • Flexibility in handling different tasks assigned by manager / supervisor.
  • Willing to work onsite at Ortigas, Pasig City.
  • Willing to have a long term dorm arrangement during pandemic
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