Workforce Analyst
Accenture
Manila, Philippines
2 months ago

Job description

  • Prepare and manage staffing and scheduling to ensure adequate daily resource coverage
  • Monitor attendance and schedule adherence
  • Execute forecasted and contingency routing allocation. Balancing volume to fulfill Contractual, Service Level, Operational, and Financial objectives
  • Provide periodic reports. Real time and historical, containing performance data to support operations management
  • Appropriately respond to Service Level variations by working with client and Operations to match staff to demand and / or reallocate call volumes
  • Acts as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
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