Workforce Analyst

• Forecasting Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
• Understand all aspects of staffing and capacity management for all sites directly responsible
• Organize and create methods of communication policies and procedures that work in collaboration with Operations Training and Quality Information Technology and Human Resources at all levels
• Provide clear and concise reporting of team skill and center statistics such as service level occupancy interval adherence and absenteeism at determined frequencies
• Make recommendations to implement improved processes
• Responsible for respective departments overall performance and for motivating team to exceed department goals and objectives
• Knowledge understanding and compliance with company policies and procedures
• Accountable for all decisions actions and directives made to his/her team
• Responsible for progressive discipline with regards to attendance performance and all aspects of company policy up to and including termination
• Follow up in a timely manner to ensure customer satisfaction
• Provide feedback to management concerning possible problems or areas of improvement
• Perform other duties as assigned by management

• Experience:
• 23 years experience in capacity planning client interaction forecasting workforce analyst
• Telco experience in a BPO industry is required
• Good communication skills
• Amenable to work full time ( Ortigas Pasig )

Remote Work :

No