alabang | analyst: workforce forecasting/ PlanningMajorel (Formerly Arvato Bertelsmann)

Job Description
We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance - essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real Majorel difference lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile - all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Position Summary:
The Workforce Forecasting and Planning Analyst is key to the success of the business unit and is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans. This position will act as a support tool for the leaders of Customer Service Delivery and other Profit Center Leadership, assisting with and providing guidance on performance impact analysis and operational planning. In addition, budget preparation/input and reporting assignments are an expectation of this position. Advanced analytical skills are typically required. Typically requires a bachelor's degree.
Overall Responsibilities:
Building new forecasts and continuously improving existing forecasting models using data and outcomes from past engagements
Building forecasting capabilities and proprietary assets within the group to help identify and size new business opportunities that group can pursue
Defending the validity of the forecasts before clients and internal stakeholders based on competitor insights and revenue forecasts
Work on various analysis, analysis of seasonal activity, scenario planning, opportunity assessment of the brands/LOB/Accounts and projects for clients, company and WFM group.
Valuation of cost reduction opportunities and provide revenue stand points for decision making.
Working with a cross-functional team of Reporting, Scheduling, Operations, Operational excellence, quality, training , finance and various other functions in the organization to deliver high quality analyses and recommendations
Monitoring industry trends and implement best practices to improve in-house capabilities
Demonstrate use of statistical techniques from predictive modeling, machine learning, and data mining that analyze current and historical facts to make predictions about future or otherwise unknown events.
Performs short and long term capacity planning analysis. Makes judgments and formulates recommendations on policies, procedures or practices.
Ensure the capacity plans consist of facts, historical trend , true HC and various other levers
Keep eye on overall health of business and be always responsible to support the growth of the company, team and business.
Generate Long Term, Short term and tactical capacity plans and various scenarios for review and decision making
Strongly put the root cause analysis and control the improvement as well as failures to negligence.
Act as an SME for the WFM and work closely with the leadership team.
Independently identifies capacity issues and recommends solutions.
Contribute to the creation and implementation of best practice capacity planning vision, strategy, policies, processes, and procedures to aid and improve operational performance
Responsible for capacity planning and development of these services in the organization
Lead capacity planning activities ensuring delivery against operational requirements and which optimize efficiency and costs
Refine systems and methods to continually improve plans so that the organization can better anticipate customer needs
Assess existing capacity and develop operational plans and forecasts based on plans for demand
Coordinate deviations from the plan that has a financial impact
Monitor processes for capacity and demand, identify capacity constraints, and provide analysis
Analyze specifications and capacity and undertake appropriate calculations to estimate job requirements in terms of labor, tools, materials, and resources
Ensure that the right tools and processes are in place to deliver effective capacity planning and performance monitoring across the organization
Review data and trends and diagnose problems and concerns
Identify and improve initiatives that optimize capacity and ensure the best return on investment without adding risk or disruption
Utilize knowledge and research methods to benchmark capacity planning activities and to promote best practice results
Coordinate, coach, and develop a focused team that meets agreed goals, deliver best practice results, and works to make continuous improvements
Help in Setup department goals/KPIs and review ways in which to enhance the performance of the capacity planning department and add value
Report of achievement of targets and identify any actions required
Input, Review and control Capacity Planning budgets
Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements
Liaise with global capacity planners / managers and teams to understand existing and future demands
Regularly communicate plans and forecasts to internal stakeholders and review plans to ensure efficient resource utilization
Attend meetings and update others of issues and concerns, when there is a risk of not meeting demands or where there are over capacity concerns
Liaise with stakeholders, review and communicate the impact on capacity plans
Coordinate cross-functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections
Ensure that effective data, statistical analysis, and performance metrics are available to internal stakeholders
Comply with the Health, Safety, and Environmental Policies
Work closely with Operations and WFM Scheduling team to ensure agent schedules are appropriate aligned to meet intraday service level goals.
Compare actual results to forecasted results, identifying opportunities for improvement.
Check on Agent Invoice Hours/Budget Review Process
Responsible for gathering and validating monthly agent payroll hours used by finance for client invoicing.
Manage the monthly budget review process to ensure accurate tracking of expenses, actual and forecasted, to provide Operational Leaders line of site to projected budget over/under runs.
Work on activities and/or projects as requested by WFM Leadership
Ensure processes and procedures are current to comply with ISO and Six Sigma standards
Always extend help to peers and leaders and act as a team player
Self motivated individual who believes in self learning and coaching others on WFM , Data Science, Reporting, Forecasting topics
Curious to learn and share.
Represent self as a Brand ambassador for WFM function and generate high commendation for the team and organization.
Job Requirements:
3 - 5 years experience working in a Call Center Environment 2-3 years background in Workforce Management (forecasting or scheduling).Demonstrated high degree of business coping ability.
Flexibility with work schedule
Excellent Technical Expertise and Problem Solving Skill
Detail oriented and Time Management Skill
Verbal and written communication is appropriate and clear in every situation and at various levels conveys meaning, obtains understanding, and openly provides relevant information maintains composure, communicates easily with people, listens and considers others.
Interpersonal Skills - Is exemplary in conduct towards supervisors, colleagues and customers successfully adapts behavior to circumstances of each situation is professional, open and respectful works to build credibility and trust.
A successful team player who takes an active role listens to and supports others works well with other departments shares knowledge willingly to help others within the company.
Customer Orientation - Bases work on the needs of the customers feels a responsibility to fulfill the expectations of the internal and external customers strives to continually improve own work on behalf of the customer develops effective customer relationships and wins customers trust and respect listens carefully provides information.
Creativity/Innovation - Introduces creative ideas into own work uses personal freedom to develop and implement creative ideas and suggestions takes a creative approach to problems
Willingness to learn/Flexibility-Possesses good comprehensive skills and adapts quickly to new circumstances seeks out new responsibilities and challenges accepts change positively and uses it as a learning opportunity for improvement, listens and responds with flexibility and open mindedness to new tasks seeks out and appreciates feedback (even critical) and learns from it.
Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race,color,creed,religion,sex,gender,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.