workforce Management analystNewfold Digital

Analyst will be a part of the team supporting our Customer Service Center ensuring service levels agreements are met on an hourly, daily, and weekly basis. They will analyze real time patterns and make necessary adjustments in partnership with front line leaders. This candidate will play a critical role in ensuring scheduling and all work shifts, breaks, lunches, meetings, and team huddles are continually optimized to maintain the required coverage.
They will also be positioned to provide feedback specific to workforce management opportunities and to provide feedback on business needs or changes. Monitor incoming queues and works with supervisor and managers to ensure representatives are available for support and adjustments are made to resource allocation to meet service level goals. Create, load, maintain and reviews work schedules for all employees, making recommendations where necessary.
Monitors employee performance against work schedules and real-time productivity through applications
Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs
*Have a real time communication with the WFM team and operations when call outs or changes need to be done
*Receives, reviews, and makes decisions for same day, unplanned, off-phone requests
Communicates effectively with the business about its needs with personnel at all levels
Creates, manages, and distributes normal daily and ad hoc reports to leadership
This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.
Newfold Digital

Cebu
Permanent
Full-time