Workforce Planning Analyst
TPG Telecom
Pasig, PH
4d ago
source : Bossjob

Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited.

TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. TPG Telecom is the second largest telecommunications company listed on the ASX.

Combining a mobile network and a fixed line network delivering exceptional performance, TPG Telecom Limited is connecting Australia for the better.

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG Telecom.

Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

The Workforce Planning Analyst, responsible for ensuring customer operations meet service levels by future and real-time staffing planning, work mix blending and call queue adjustments, and overall management of workflow across the customer operations network.

Apart from this, you will also be handling cross skill planning and execution smoothly by working closely with the operations teams.

High level responsibilities would include :

  • Develop and maintain daily, weekly, and monthly performance reporting encompassing both traditional contact center data and back office data
  • Work with the leadership group and external stakeholders to understand workflows, challenge assumptions, and develop optimal operating strategies
  • Conduct data and trend analysis to continuously refine existing forecasts
  • System configuration and maintenance
  • Lead and drive adoption of Work Force Management (WFM) tools and processes throughout the organization
  • Work collaboratively to identify and implement continuous improvement opportunities
  • To be considered for this opportunity, you will have the following :

  • 2+ years in a contact center environment or a project / program management environment - preferably with expertise in Forecasting, Capacity Planning and Scheduling, and Real Time Management.
  • Understanding of workforce management programs.
  • Ability to develop and maintain forecast models, databases and automated reporting
  • MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms : VBA, MS Excel, MS Access, SQL and / or MS Access skills required
  • A proactive and positive mindset, continuously looking for ways to improve
  • The ability to work under pressure to meet tight deadlines and drive change initiatives towards positive outcomes
  • Excellent communication skills and the ability to engage and influence stakeholders at various levels
  • How we work

    As a combined business we have several amazing brands across fixed and mobile, these are the principals we are using to help us create something even better together.

    What makes TPG great is our people, we are a strong and mighty team that do a lot and we do it well. TPG is a Company where you can truly gain experience in a dynamic and diverse work environment.

    Working at TPG means taking on new and exciting challenges that help you grow and develop your career.

    Interested? Send your resume today, we are excited to hear from you!

    TPG Philippines is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19.

    Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

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