Pampanga branch is in need of: WORKFORCE ANALYST Responsibilities: - Receives and validates client forecasts and requirements. - Maintains capacity/FTE plans - Maintains historical pattern information for workload and resources (including all shrink). - Applies trend and run rate data to accurately predict delivery. Validates accuracy of data feeds. - This includes daily/weekly/monthly forecast maintenance and call review as necessary - Creates Intraday forecasts and schedules. - Reviews and guides telephony routing and planning to ensure call center is: - properly delivering calls per client requirements - delivery of calls optimizes potential efficiencies. - Conducts cost benefit analysis and provides recommendations to management regarding process, policies and procedures. Requirements: - Basic knowledge of computer systems and software applications including spreadsheet (Microsoft Excel), and database (Microsoft Access), eWFM and automated call distributor (ACD) technologies. - Understanding of program financials and those that impact profit margin. - Knowledge of and ability to calculate statistics. - Strong presentation skills including Excel and Powerpoint - At least two years work experience under workforce - Strong knowledge in using Workforce tools such as eWFM and/or IEX - MUST HAVE BPO/CALL CENTER EXPERIENCE - Strong background and working knowledge in forecasting and scheduling - Must have a background in long-term capacity planning - Must be amenable to work on shifting schedules and graveyard shift - Will be assigned in Angeles, Pampanga
Posted on: Tue, 27 Aug 2013 07:42:45 +0000