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Workforce Analyst

Job Location: Manila

Job Number: 10824


- Job description

• Prepare and manage staffing and scheduling to ensure adequate daily resource coverage
     • Monitor attendance and schedule adherence
     • Execute forecasted and contingency routing allocation. Balancing volume to fulfill Contractual, Service Level, Operational, and Financial objectives
     • Provide periodic reports. Real time and historical, containing performance data to support operations management
     • Appropriately respond to Service Level variations by working with client and Operations to match staff to demand and/or reallocate call volumes
     • Acts as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
     • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
a. Degree in Mathematics, Business Studies, Business Administration, Business Management or equivalent
     b. Minimum of 1 year relevant experience in forecasting, planning and scheduling calls or contacts or work volumes and staff or vendors ensuring optimal performance.

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