Workforce Analyst
Workforce Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- 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 )
Employment Type
Full Time
