Analyst wfmContinuum Global Solutions

-Responsible for providing Forecasting Support to Operations by ensuring sufficient capacity exist to meet service requirement, current, and future staffing demand with operational efficiencies and financial goals.
-Develop and maintain a capacity plan using quantitative model created sufficiently far in advance to provide time to recruit and train new staff while determining number of required staffing to handle predicted number of transactions.
-Maintain historical data and analysis to understand further program's historical volume, transaction handle time, and shrinkage and develop forecast for each assisted channel transactions handled (e.g., Inbound, and outbound calls, email, chat, social media)
-Performs other duties assigned related to Forecasting and Capacity Planning.
Scheduling
-Responsible for creating schedule staffing to meet expected program's transaction volumes to provide sufficient staffing available to achieve speed of answer targets while minimizing cost.
-Analyze and calculate number of staffing required per day to interval and create schedules that minimize variation between number of staff require vs actual while considering Service Level and Efficiency.
-Evaluate scheduling and work practices procedures regularly to enhance scheduling process and minimize variation between number of staff require vs actual.
-Responsible in fine tuning initial schedules prior to actual week to optimize the schedules against the requirement to minimize schedule deviation and schedule inefficiency.
-Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met.
-Performs other duties assigned related to Scheduling.
Near Term Forecasting
-Create accurate near-term tactical forecasts for multiple lines of business and various customer contact channels (e.g., Inbound, and outbound calls, email, chat, social media).
-Work closely with Operations and WFM Real-Time Management team to ensure agent schedules are appropriate aligned to meet intraday service level goals.
Requests Processing & Data Management
-Processing and approval of
tickets and requests via IEX / IEX Webstation or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules.
-Maintain and adjust agent profile and configuration in the WFM tool. (e.g., IEX, Blue Pumpkin, eWFM)
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Tiptopjob

Mandaluyong City, Metro Manila
Permanent
Full-time