Workforce Analyst

WEANSWER CALL CENTER SERVICES

R$1.9-2.4K[Mensual]
No - Davao del Sur1-3 Anos ExpBacharelTempo Inteiro
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Descrição do Trabalho

Benefícios

  • Recompensas e reconhecimento de funcionário

    Incentivos

  • Benefícios gerenciados pelo Governo

    Pagamento no décimo terceiro mês, Fundo Pag-Ibig, Saúde, SSS/GSIS

  • Saúde e Bem-Estar

    HMO

Descrição:

Forecasting & Capacity Planning:

  • Analyze historical data and trends to forecast call volumes, workload, and staffing needs.
  • Create long-term and short-term staffing models based on business requirements.


Scheduling:

  • Develop and maintain optimized agent schedules to ensure adequate staffing coverage.
  • Coordinate with operations and HR for shift planning, leaves, and schedule changes.


Real-Time Monitoring (RTA):

  • Monitor intraday performance, real-time adherence, and adjust staffing as needed.
  • Escalate deviations and outages to operations promptly to minimize SLA impacts.


Reporting & Analysis:

  • Generate daily, weekly, and monthly performance and efficiency reports.
  • Provide actionable insights and recommendations to improve operational performance.


Collaboration:

  • Work closely with Operations, HR, Training, and Quality teams to align workforce strategy.
  • Participate in WFM-related projects and continuous improvement initiatives.

Requisito

  • Knowledge of call center metrics (AHT, SL, ASA, Occupancy, Shrinkage, etc.).
  • Familiarity with CRM or ticketing systems (e.g., Salesforce, Zendesk).
  • Basic SQL or data visualization (Power BI, Tableau) is a plus.


Requirements:

  • Education: Bachelor’s degree in Business, Mathematics, Statistics, or related field (preferred).
  • Experience:
  • 1–3 years of experience in a Workforce Management role within a BPO or contact center environment.
  • Experience with WFM tools such as Verint, NICE IEX, Genesys, Aspect, or similar.
  • Skills:
  • Strong analytical and problem-solving skills.
  • Proficient in MS Excel, PowerPoint, and workforce-related software.
  • Excellent communication and stakeholder management skills.
  • Ability to work in a fast-paced, high-pressure environment.
AnalystManningProficient in MS Excelproblem-solving
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PH- Weanswer

Recruitment ManagerWEANSWER CALL CENTER SERVICES

Local de trabalho

3JH5+HHF, Araullo Extension, Poblacion District, Davao City, Davao del Sur, Davao City. Davao City, Davao del Sur, Philippines

Postado em 22 April 2025

WEANSWER CALL CENTER SERVICES

Desfinanciado / Anjo

>1000 Funcionários

BPO & Centro de Chamadas

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WeAnswer BPO – Where Growth Meets Stability

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