offshore workforce Planning analyst (philippines)CompassExperienceLabs LLC

MEET COMPASS
We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.
Workforce Planning Analyst
The primary role of the Workforce Planning Analyst is to provide vision and leadership to workforce management areas such as forecasting, scheduling, analysis, and real-time adherence. The Workforce Planning Analyst will support processes to maximize workflow while minimizing causes of client and customer dissatisfaction.
Responsibilities:
Maintain accurate forecasts, capacity plans, and schedule plans
Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion
Offer strategic recommendations to improve productivity while balancing service levels
Provide consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
Work with the internal operations team to develop processes for shift types to satisfy employee needs and Client requirements
Partner with the Workforce Management Analyst on Forecast, Capacity Planning, and Scheduling perspectives
Support an environment that encourages co-workers to exceed customers' expectations
Other duties and responsibilities as assigned
Requirements and Characteristics:
Friendly. Empathetic. Adaptable. Curious. The ability to smile is a plus :)
Must be able to commit to your work schedule, be punctual, and be accountable for your actions.
Remain engaged and responsive to all internal communications.
Self-reliant with an information seeker mindset.
Keen problem solver with the ability to think on your feet.
Trusted and uses good judgment.
Encouraged to express your opinion within the context of professionalism.
Work with humility. Be open to coaching and continuous improvement coaching to allow you to perform at a high level.
Cultivate team culture according to Compass' values and promote a positive work environment.
Knowledge: Must possess knowledge or relevant experience in forecasting and planning to ensure optimal performance.
Must be able to summarize, visualize, and present data with the knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.
Computer skills: Must be proficient with Microsoft Excel and Office, to create reports, produce schedules, and perform other tasks.
Analytical skills: Possess analytical skills to review information, analyze data, and make appropriate recommendations for improvement
Communication skills: Have strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
Organizational skills: Able to manage a range of tasks, prioritize responsibilities, and meet deadlines
Ability to handle pressure: They require the ability to work effectively in fast-paced situations and to handle stress, as well as adapt to rapid changes in the information, process, direction, or immediate workflow.
Qualifications and Physical Requirements with or without reasonable accommodation:
High school diploma or equivalent with a minimum of 1 year of WFM or related experience
Must have a strong internet connection with the ability to support online systems and applications
Ability to see, talk and hear to communicate with others to exchange information verbally and in writing
Ability to operate a computer/laptop and a headset
Ability to perform all duties of the job while sitting and/or standing for prolonged periods (i.e., for the duration of an 8-hour shift)
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Decisiveness and attention to detail.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Availability:
Full-time position with weekdays, weekends, and nighttime availability
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CompassExperienceLabs LLC

Philippines
Permanent
Full-time