workforce AnalystFBG Enterprises Opco, LLC

Summary:Workforce analysts perform various functions, including overseeing workforce optimization. This includes planning, creating, and communicating forecasts and schedules to enable a hassle-free and continuous workflow project for the organization.Description:
Responsible for daily/weekly maintenance of employee schedules within a workforce management application.
Manage intra-day staffing levels and determine most effective levels for staffing adjustments for various channels including email, chat, phone in a global 24x7 environment.
Monitoring of workload volumes
Monitor workload service levels for appropriate escalation and awareness.
Maintain trend reporting as it relates to queue performance.
Proactively recommend scheduling changes based intraday movement and incoming volume (i.e. voluntary training, project time, overtime, etc.)
Document and report on impacts to service levels and performance goals (i.e. service incidents and system outages)
Understand and support Workforce Management feedback communications.
Work with business leaders and advocates to identify user experience and document feedback to help determine new schedule practices.
Provide daily reporting to leadership on service levels and queue volumes.
Responsible for understanding daily actions taken, volume/staffing impacts and communicating root cause with the Workforce Management team.
Provide support to the leadership team on necessary reporting and trend analysis.
Ability to clearly communicate with leadership on multiple levels.
Participate in strategic planning initiatives while maintaining a high level of confidentiality.
Document WFM processes and workflow changes.
Serve as the primary point of contact on workforce management policies and optimization experts.
Ensure employees' time is accurately recorded by reviewing and approving attendance reports in Sprout, or other applicable software.
Review and record time worked against the scheduled shift when an employee works overtime.
Create schedules that ensure coverage, minimize costs, and maximize productivity according to the business's needs.
Qualifications:
Computer literate and can easily adapt to new technology.
Strong attention to details, organization, analysis, problem-solving.
Excellent verbal and written communication skills.
Resourceful and able to work with different teams and personalities.
Ability to effectively adapt to deadlines in a fast-paced environment.
Strong problem solving, multitasking, organizational, and leadership skills.
College degree preferred but not required.
Entry Level / Junior, Apprentice Human Resources Information Technology / IT 1 opening Bachelor's degree graduateFBG Enterprises Opco, LLC is a leading global digital sports platform that offers a comprehensive suite of products and services designed to enhance the fan experience across the sports industry. Established in 2011, the company has rapidly expanded its operations to become a dominant force in sports merchandising, collectibles, and digital engagement.
Kalibrr

Taguig City, Metro Manila
Permanent
Full-time