Workforce Analyst

Position: Workforce Analyst

Number of hours: 40 Hrs/week

Schedule: TBD

• Develop and maintain accurate forecasting models to predict call volume, staffing needs, and workload distribution.
• Create and manage schedules to ensure optimal coverage and adherence to SLAs.
• Monitor real-time queue activity and agent productivity, making adjustments as needed to optimize service levels.
• Analyze historical data and trends to improve forecasting accuracy and workforce efficiency.
• Collaborate with operations, HR, and training teams to align workforce plans with business needs.
• Identify and recommend process improvements to enhance workforce management efficiency.
• Track and report workforce metrics, including occupancy, shrinkage, and adherence rates.
• Ensure compliance with labor laws, company policies, and client requirements.
• Provide insights and recommendations to leadership for improving staffing strategies.
• Assist in implementing workforce management tools and technologies to enhance operational performance.

• Minimum 2-3 years of experience in workforce management, scheduling, or forecasting within a BPO or contact center environment.
• Must have experience handling a large team working remotely.
• Experience in solar energy is preferred.
• Residency in Bulacan, Philippines is a plus.
• Strong analytical skills with experience using workforce management tools and Excel (pivot tables, VLOOKUP, macros, etc.).
• Knowledge of call center metrics, forecasting methodologies, and real-time management techniques.
• Excellent problem-solving, organizational, and decision-making skills.
• Ability to work in a fast-paced, high-pressure environment with tight deadlines.
• Strong communication skills for reporting and stakeholder collaboration.
• Bachelor's degree in Business, Statistics, Operations Management, or a related field is a plus.

Preferred Skills:

• Experience with workforce management software (e.g., Verint, NICE, Genesys, Aspect).
• Familiarity with omnichannel contact center operations (phone, chat, email, social media).
• Knowledge of automation tools and data visualization platforms (Power BI, Tableau, etc.).
• Ability to implement and optimize scheduling and forecasting processes.