HCM Nexus Consulting
Quezon City, NCR, Philippines
2d ago

The Workforce Management Analyst is responsible for taking the lead in executing analysis to improve short-term forecast accuracy, with additional expertise on long-term forecasting.

  • Forecast demand, allocations, and requirements up to 3 years in advance.
  • Facilitate monthly meetings to discuss trends, projections, and to create a plan of action to meet contact center metrics.
  • Develop and customize manual forecasting spreadsheets to be used with the WFM software in producing long-term forecasts.
  • Capture, store, and report statistics and offer solutions to stakeholders.
  • Complete root cause analysis to determine and quantify reasons for short- and long-term forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Partner with other teams to understand the key drivers for volume and AHT and incorporate into forecasting and planning.
  • Identify and research service level risks for problem resolution and management notification.
  • Communicate necessary adjustments of workforce requirements based on changing the forecast and re-forecasting when necessary.
  • Maximize efficiency of resources for all impacted departments and by offering staffing solutions to provide adequate coverage.
  • Build relationships with internal customer groups, various levels of management, and multiple functions and groups to understand the key drivers and incorporate into forecasting and planning.
  • Assist with New Hire Training, and complete ad hoc reporting requests.
  • Identify and recommend process improvement opportunities to improve productivity, performance, and customer satisfaction.
  • Serve as back-up for real-time management, scheduling, and short-term forecasting responsibilities.
  • Coach, mentor and facilitate sharing of best practices with peers and WFM SME resources as necessary.
  • Demonstrate professional behavior, teamwork, punctuality, dependability, and adherence to company policies & procedures.
  • Perform other tasks / projects assigned by the immediate superior.
  • Qualification :

  • Bachelor's degree Holder
  • At least 2-3 years experienced in Forecast and Seat Allocation, Capacity Planning
  • Proficient in WFM tools such as Avaya, Verint and other contact center tools
  • Data Visualization tools (nice to have)
  • Good communicator and strong presentation skills
  • Flexible in working hour
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