Workforce Analyst

Job Listing No: 9740000

Workforce Analyst

Pasig City, Metro Manila – The Workforce Analyst supports all workforce management related activities within the call center through creating optimal schedules, improving schedule adherence and compliance and providing intraday and call flow analysis to achieve service level objectives and meet customer expectations. Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs. Scheduling and Forecasting Ability to schedule off phone activities such as meetings, trainings, coaching sessions and exceptions based on business needs without sacrificing service levels and abandonment rates. Create schedules for call center representatives based on their skills to meet service level and abandonment rate goals. Analyze historical data and trends to continuously improve schedule and forecast accuracy. Intraday Adjustment and Analysis Ability to adjust and explain workforce staffing requirements changes on a daily, weekly and monthly basis based on differe… – Permanent – Full-time

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