Workforce Management Analyst

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

📋 Description

• Evaluate historical data and trends to create short- and long-term volume forecasts across various channels.

• Incorporate seasonality, new product launches, and campaign initiatives into workforce planning.

• Predict staffing requirements for optimal coverage of a 24/7 operation.

• Design and manage daily, weekly, and monthly agent schedules utilizing Deputy.

• Modify staffing plans in real time to align with business needs and ensure agent well-being.

• Facilitate flexible scheduling to enhance engagement and reduce burnout.

• Monitor agent attendance, schedule adherence, and time-off requests.

• Detect and report patterns in attendance and adherence.

• Collaborate with leadership to resolve recurring issues and enhance reliability.

• Produce and analyze workforce management reports, offering actionable recommendations.

• Oversee staffing efficiency, service levels, and occupancy rates.

• Identify opportunities for automation and process improvements.

• Partner with CX Talent, Team Leads, and the WFM Lead on hiring strategies and resource planning.

• Assist in nesting waves and role-based seat forecasts during periods of growth or transition.

• Relay findings and recommendations to leadership and stakeholders.

⛳️ Requirements

• At least 2 years of experience in workforce management or forecasting within a contact center, BPO, or e-commerce setting.

• Advanced knowledge of Deputy and proficiency in Google Sheets or Excel.

• Proven capability to analyze large datasets and convert findings into actionable strategies.

• Experience with tools such as Gorgias and Slack.

• Excellent written and verbal communication skills.

• A computer with a minimum of 8GB RAM and an Intel i5 core processor/AMD Ryzen 5 Processor or higher.

• Internet speed of at least 40 Mbps.

• A headset with an extended microphone featuring noise cancellation and a webcam.

• Access to a backup computer and internet connection.

• A quiet, dedicated workspace at home.

• A reliable internet connection.

• Personal computer with Intel Core i5 or a similar or higher operating system.

• Availability on weekends for urgent issues, as needed.

• Commitment to working 40 hours per week.

🏝️ Benefits

• No benefits package included.