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Workforce Management

Job Location: Manila

Job Number: 1674

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- Job description

The Workforce Analyst is responsible for managing volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.<br/>
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Responsibilities<br/>
Forecasting<br/>
Analyze work volume patterns to determine trends<br/>
Create volume forecast and handle time forecast for interval, daily and weekly<br/>
Determine appropriate staffing levels needed to meet goals<br/>
Assess, simulate and act upon the impact and effect of forecasted volume, planned AHT, planned shrinkage, proposed staffing and other drivers to service level. <br/>
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Scheduling<br/>
Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed<br/>
Administer shift bids across multiple sites and clients/lines of business<br/>
Develop and adjust employee schedules and rotations to meet the work volume demand on each day<br/>
Adjusts breaks, lunches, start and stop times on a daily basis based on Intra-Day reporting for each half hour<br/>
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* Bachelor's Degree holder * Ability to work independently, multi-task and meet deadlines * Analytical interpretation of data * Proficiency in Microsoft Excel * Must be able to work with all levels of the organization in capturing, managing and communicating metrics * Excellent written and verbal communication skills * Workforce Management experience is a plus

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