real time Analyst (wfm)ClearSource

SNAPSHOT OF THE ROLE:
Responsible for ensuring multiple Customer Service sites meet service levels by future and real-time staffing planning. This includes work mix blending and call queue adjustments, and overall management of workflow across the Customer Service network.
CORE RESPONSIBILITIES:
Create and execute forecasting and demand planning models independently
Execute real-time management processes
Analyzing critical data points (volume vs. resource capacity) to ensure we are best maintaining our Service Level Agreements
Maintain and run daily/weekly scheduling tasks
Measure the results of executed strategies to determine their efficacy
Calculate staffing requirements by interval, for day, week, month
Deliver WFM-related insights and readouts of specific outcomes
Identify and analyze customer resource requirements and dependencies and address gaps
Collaborate and communicate with Operations Team to ensure alignment on plans
Excellent management of all WFM KPIs such as forecast variance, AHT, SVL and productivity
MINIMUM QUALIFICATIONS:
Minimum of 1 year of WFM or related experience
Strong written and verbal communication skills
Exceptional Excel based analytical skills
Demonstrated critical thinking skills
Experience with WFM platforms
Ability to interact with and influence all levels of the organization's unit
Excellent at articulating vision and planning execution of projects
WHY JOIN CLEARSOURCE?
Competitive salary with financial incentives
Free staff meals (breakfast and lunch)
Ice cream and waffle
Medical and Dental Insurance (With free 2 dependents)
Group life insurance
Paid time off (PTO) such as sick days and vacation days
13th Month Pay
Outstanding career growth
Leadership opportunities
Passionate, energetic & innovative work culture
Friendly team driven environment
Skills and experience development
ClearSource

Pasig City, Metro Manila
Permanent
Full-time