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WFM Real Time Analyst
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IBEX Global Solutions (Philippines) Inc. Philippines, Pilipinas Buong orasOverview · The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals the ...
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WFM Analyst II/Scheduler
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Carelon Global Solutions Philippines, Pilipinas Buong orasDescription: · Responsible for performing both real-time analysis and scheduling functions as determined by current business need. Primary duties may include, but are not limited to: Performs real-time analysis duties to ensure service levels are met. Monitors call volume demand ...
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Assistant Manager Workforce
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IBEX Global Solutions (Philippines) Inc. Philippines, Pilipinas Buong orasOverview · The Assistant WFM Manager is a junior manager who manages either planners or both planners and real time analysts. This person is responsible for managing and auditing staff plans across multiple sites and LOBs and support connectivity across and account or multiple a ...
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Workforce Manager
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InteLogix Philippines, Pilipinas Buong orasQUALIFICATIONS: · • 7+ years of experience in WFM, with complete background in Real Time, Scheduling, Forecasting, Capacity Planning, and handling groups of analyst · • College Graduate preferably from a reputable school. · • With strong background in multiple call center envir ...
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Transaction Monitoring
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ING Business Shared Services B.V. Philippines, Pilipinas Buong orasBusiness Analyst (CJE) within FC&FP Delivery Tribe · Within FC&FP, we are looking for a Business Analyst (BA) for Transaction Monitoring WFM. In that role,you will be part of an exciting journey towards truly global standardization within the domain of KYC for ING. You will be in ...
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Workforce Management Analyst II
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iQor (Philippines), Inc. Philippines, Pilipinas Buong orasJob Summary: · This position is responsible for providing accurate schedules based on call volume patterns and trends, attrition rates and contact center productivities. The analyst should be able to make decisions on behalf of the Operations to adjust staffing due to unexpected ...
WFM Analyst Sr - Philippines, Pilipinas - Carelon Global Solutions
Paglalarawan
Description:
Accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends.
Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition. Develops staffing models which are utilized by Finance during the budgeting process. Maintains numerous staffing models which may include multiple business units.Primary duties may include, but are not limited to:
Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months).
Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data.
Predicts future impact on call drivers. Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts. Develops a long-term service level plan with specific actions based on gaps identified by the model. Meets with management to review staffing models and to make improvements on future forecasts. Designs, builds and maintains databases and/or spreadsheets tracking key service statistics. Determines long-term needs and loads the forecast into the WFM system. Serves as expert on WFM software and may be point of contact for systems related issues.Requires a BA/BS degree in Business, Statistics or related field 2 years call center operations experience 3 years real-time management, scheduling and forecasting experience in a centralized call center environment or any combination of education and experience, which would provide an equivalent background.
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