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    Workforce Management Analyst - Taguig, Philippines, Pilipinas - Philtech Inc.

    Philtech Inc.
    Philtech Inc. Taguig, Philippines, Pilipinas

    4 araw ang nakalipas

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    Buong oras
    Paglalarawan

    The IT Service Desk WFM (WorkForce Management) Analyst is responsible for preparing and managing staffing and scheduling to ensure enough agents are available to perform all required ITSD tasks, including assessment of staffing levels daily, and monitoring attendance and schedule adherence. The WFM Analyst is also responsible for providing periodic reports, real-time and historical reports containing performance data to support ITSD Operations management.

    RESPONSIBILITIES:

    • Perform the call forecasting and agent scheduling for the IT Service Desk (ITSD)
    • Primary point of contact on ITSD Workforce Management Policies
    • Subject-matter expert on workforce optimization issues.
    • Ensure service level targets are met by maintaining the right headcount and forecasting call capacity.
    • Ensure data and information in the scheduling software Calabrio is updated.
    • Reporting data management activities around ITSD employee scheduling and forecasts
    • Improve processes and increase the efficiency of ITSD Operations by recommending necessary changes.
    • Resolve errors such as exceptions, meal break adjustments, and correct project code, etc. affecting employees
    • Undertake the review and record of time worked against the proper job task codes.
    • Responsible for the approval of an employee's leaves and exceptions in Calabrio.

    REQUIREMENTS:

    • Education: Bachelor's degree in mathematics, Business Studies, Business Administration, or Human Resources, or equivalent, combined with 3-5 years of call center experience
    • Knowledge: Relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance. Ability to summarize, visualize, and present data. Possess knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA. Possess benchmarking and trending experience.
    • Computer skills: Proficient with Microsoft Excel and Office. Working knowledge of Calabrio WFM or any other workforce management software used to manage schedules, workflow, and statistical data.
    • Analytical skills: Possess analytical skills essential for reviewing information, analyzing data, and making appropriate recommendations for improvement.
    • Communication skills: Possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues.
    • Organizational skills: Able to manage a range of tasks prioritize their responsibilities, and meet deadlines.
    • Self-starter/Teamwork abilities: Able to work independently as well as function effectively as a member of a team.
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