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    Senior Workforce Analyst - Quezon City, Pilipinas - Sourcefit

    Sourcefit
    Sourcefit Quezon City, Pilipinas

    Natagpuan sa: Foundit PH A2 - 21 oras ang nakalipas

    Sourcefit background
    Paglalarawan
    Position Summary

    As a Senior Workforce Analyst, you will be responsible for analyzing, forecasting, and planning workforce needs to ensure optimal staffing levels and operational efficiency. You will collaborate with various departments to gather data, monitor performance metrics, and implement strategies to achieve service-level goals.

    Job Details

    Hybrid Work Setup -needs to go onsite at least once or twice a month.

    Monday to Friday | 8 PM to 5 AM PH Time
    • Following PH Holidays

    Key Responsibilities

    Workforce Planning:

    • Conduct detailed analysis of historical data and trends to forecast future work volumes.
    • Develop and maintain accurate workforce schedules to meet client SLAs and business objectives.
    • Collaborate with Operations, Recruitment, Human Resources, and Training teams to align workforce plans with business goals.

    Data Analysis

    • Collect and analyze data related to call volumes, handle times, and other key performance indicators (KPIs).
    • Provide insights into performance trends and recommend adjustments to staffing levels and schedules.

    Capacity Management

    • Analyze current and future seating needs based on departmental requirements, project timelines, and workforce expansion.
    • Monitor real-time adherence to schedules and make real-time adjustments to optimize resource utilization.

    Reporting

    • Generate regular and ad-hoc reports to communicate workforce performance metrics to management and client stakeholders.
    • Develop and maintain dashboards and visualizations for easy interpretation of data.

    Forecasting And Capacity Management

    • Develop accurate and reliable forecasts for call volumes and staffing requirements.
    • Create and manage employee schedules, considering factors such as shift preferences, time-off requests, and business needs
    • Anticipate and address capacity constraints by proposing hiring plans or adjustments to scheduling processes.

    Communication

    • Maintain open communication channels with Operations, Training, and Quality Assurance teams to ensure alignment with business objectives.
    • Provide regular updates on workforce performance and recommend adjustments as needed.

    Qualifications

    • Bachelor's degree in Business, Statistics, or a related field.
    • Previous experience in workforce management or analytics in a BPO environment.
    • Proficiency in workforce management tools and software.
    • Strong analytical and problem-solving skills.
    • Excellent communication and interpersonal skills.
    • Ability to work collaboratively in a fast-paced and dynamic environment.
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