workforce AnalystDempsey

JOB DESCRIPTION
Workforce analysts interpret, analyze, rate, and make recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.
Their job description entails gathering and reviewing a lot of information related to staff performance and customer issues with the goal of determining ways to improve operations through effective staffing decisions and increase customer satisfaction.
Workforce analysts work in the manufacturing sector, transportation companies, contact centers, etc.
They are responsible for preparing and managing staffing and scheduling to ensure that a sufficient amount of staff is available to perform all required tasks.
They are responsible for assessing staffing levels daily, and monitoring attendance and schedule adherence.
JOB QUALIFICATION
• Must have 3-5 years of related work experience in a BPO; must be proficient in English
• Must be knowledgeable or with relevant experience in Forecasting, Planning and scheduling Calls/Chats/Emails
• Must be knowledgeable or with relevant experience in RTM (Real Time Monitoring) of call centre activity
• Must be knowledgeable with key call centre metrics such as Occupancy, utilization, service levels, TAT, ASA
• Responsible for mobilization of staff to meet SLA's and ensure maximum utilization of agents
• Must be proficient with Microsoft Excel and Office in order to create reports, templates etc
• Schedule: Shifting schedule and may work during holidays
• Salary: 40k-50k ALL IN - depending on the work experience
• Work Location: Market! Market!, Taguig (must be willing to work onsite)
• Start Date: ASAP
• Educational background: College graduate
• We prefer candidates residing in Manila or nearby provinces and can be scheduled for an online assessment and interview immediately.
OTHER JOB REQUIREMENTS
Education
Bachelor's/College Degree
Field of study
Business Studies/Administration/Management
Specialization
Clerical/Administrative
Forecasting, Scheduling and Planning