WFM Senior Analyst

• Competitive salary
• Medical and dental Insurance (with free dependents)
• Group life insurance.
• Paid time off (PTO)
• Outstanding career growth
• Passionate, energetic & innovative work culture
• Friendly, team-driven environment
• Skills and leadership development

• Supporting and enhancing the performance of the site with respect to optimal staffing of Customer Advocates. Creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site.
• Responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals. This position
• requires detailed, accurate, and timely completion of scheduling reports.
• Help drive critical business decisions by analyzing metrics and designing reports and communicate these results to managers and provide suggestions based on findings.
• Collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. React to changes in daily/weekly/monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels.
• Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting.
• Responsible for the assignment of tasks to the operations by optimizing the usage of the workforce.
• Manage the development of global standards (AHT, ASA, Shrinkage, Schedule Adherence, Attrition)
• Monitors queue in real-time. Quick analysis monitors and balances real-time staffing levels vis-à-vis call volumes, busy lines, and production issues.
• Work with operational and support teams to effectively plan short-term non-productive time.
• Work closely with data, associates, and team managers to proactively identify issues and take appropriate actions to minimize the impact.
• Assist the development of Workforce Management and Scheduling systems by partnering with in-house technology teams.
• Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
• Lead and participate in global projects and initiatives. Own providing optimal solutions for upcoming initiatives.
• Create forecasts at intra-day, daily, weekly, monthly, and yearly levels.
• Create schedules for locations in the PH and abroad.
• Proactively identify service improvement opportunities and ensure continuous improvement with Capacity Planning across strategic and tactical forecasting, scheduling, metric reporting, and real-time delivery.

• Completed Senior high school or at least two years of college education under the old curriculum.
• At least 1 to 3 years of Workforce Management experience using different WFM software (database system)
• At least1 to 3 years of Data Analysis experience capturing, storing, and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
• At least 1 to 3 years of Microsoft Excel experience with Intermediate knowledge of formula definitions
• With strong analytical abilities
• Proficient in scheduling, forecasting, and workforce management planning

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