Analyst I, Workforce Management

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Create forecasts for workload over short-term, mid-term, and long-term periods.

• Calculate staffing needs based on forecasts, Average Handle Time (AHT), service level objectives, shrinkage estimates, and occupancy targets.

• Develop capacity plans alongside hiring recommendations.

• Execute scenario modeling and conduct what-if analyses.

• Design and enhance scheduling processes.

• Oversee intraday staffing modifications.

• Track adherence to schedules.

• Evaluate operational performance against established key metrics.

• Analyze trends and propose corrective measures.

• Collaborate with Operations to tackle staffing deficiencies and risks.

• Create dashboards and reports for performance tracking.

• Assess forecast accuracy as well as metrics such as service level, Average Speed of Answer (ASA), Average First Response Time (AFRT), occupancy, shrinkage, adherence, and productivity.

• Collaborate with leadership to deliver workforce insights.

• Influence decisions with data-driven recommendations.

• Identify opportunities for process enhancements and automation.

• Work closely with Operations, Training, Recruiting, and Business Leaders to maximize workforce efficiency, service quality, customer satisfaction, and operational effectiveness.

⛳️ Requirements

• A bachelor's degree in a relevant field.

• A minimum of 3 years of Workforce Management experience in a Contact Center or BPO setting.

• Proficient hands-on experience in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.

• Advanced skills in Excel.

• Familiarity with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.

• Preferred: Experience in supporting large-scale customer service, telecommunications, or technical support initiatives.

• Preferred: Experience with analytics tools like Power BI, Tableau, SQL, or similar.

• Preferred: Understanding of Erlang calculations and workforce planning methodologies.

• Strong capabilities in forecasting and statistical analysis.

• Ability to convert complex metrics into clear dashboards and actionable operational insights.

• Skillful in presenting workforce insights and persuading business leaders using data.

• Highly proficient in making informed decisions under pressure and managing continuous improvement efforts.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible work arrangements.

• Engaging and collaborative work environment.