Workforce Services Analyst
The VITO Group
Manila, Manila, Philippines
4d ago

Responsibilities

  • Keep current on client and business changes to ensure program and work area compliance
  • Serve as a Workforce Subject Matter Expert, train and mentor new and less experienced team members
  • Communicate proactively with team members regarding vendor and line of business status or Delivery Centre operations, making suggestions for corrections to any issues
  • Develop and maintain methods and procedures
  • Respond to client requests in an accurate and timely manner
  • Manage client outage and bridge calls with client / Accenture Delivery Operations Leads and vendor / Accenture technology teams
  • Maintain a detailed record of activities, actions and impacts
  • Prepare departmental reports for daily, weekly, monthly and yearly periods
  • Identify business process excellence improvement opportunities, contributing to design and execution
  • Analyze current and historical call / contact / work volumes and patterns, handle time, productivity trends / patterns and all future call / contact / work requirements to develop budget and call / contact volume / work forecasts
  • Analyze current and future call / work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan.
  • Plan includes optimum skill set mix, replacement and recruiting timing, training and cross training details"

    Skill Requirements

  • Bachelor's degree holder
  • Must have at least 3 years work experience in Workforce Management
  • Must have an experience in Workforce Planning
  • Ability to create and analyze quality reports
  • Intermediate knowledge in performing RCAs
  • Proficiency in Microsoft Excel
  • Demonstrates advance knowledge in real time management and exhibits strong decision making skills in executing real time action plans
  • Must be willing to go back on-site once recalled"
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