Workforce Management
Manila, Philippines
5d ago

Job Description

The Workforce Analyst is responsible for managing volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.


Analyze work volume patterns to determine trends

Create volume forecast and handle time forecast for interval, daily and weekly

Determine appropriate staffing levels needed to meet goals

Assess, simulate and act upon the impact and effect of forecasted volume, planned AHT, planned shrinkage, proposed staffing and other drivers to service level.


Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed

Administer shift bids across multiple sites and clients / lines of business

Develop and adjust employee schedules and rotations to meet the work volume demand on each day

Adjusts breaks, lunches, start and stop times on a daily basis based on Intra-Day reporting for each half hour

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  • Bachelor's Degree holder
  • Ability to work independently, multi-task and meet deadlines
  • Analytical interpretation of data
  • Proficiency in Microsoft Excel
  • Must be able to work with all levels of the organization in capturing, managing and communicating metrics
  • Excellent written and verbal communication skills
  • Workforce Management experience is a plus
  • Equal Employment Opportunity Statement

    All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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