WFM Sr. Analyst
ClearSource BPO
Date: 3 weeks ago
City: Pasig City
Contract type: Full time
Remote
Are you passionate about optimizing operations and making a measurable impact? We’re looking for a WFM Senior Analyst to take the lead in ensuring our Customer Service teams are perfectly staffed and fully supported to meet service level goals across multiple sites.
In this key role, you’ll be responsible for future and real-time staffing planning, workflow oversight, and performance optimization across our customer service network. From adjusting call queues to blending work types, you'll help keep our operations running smoothly and efficiently.
What you will do as an WFM Senior Analyst
At ClearSource, our mission is simple: Making Lives Better—for our employees, our clients, and their customers. Our culture is built on a strong foundation of core values that shape everything we do:
What’s in It for You?
In this key role, you’ll be responsible for future and real-time staffing planning, workflow oversight, and performance optimization across our customer service network. From adjusting call queues to blending work types, you'll help keep our operations running smoothly and efficiently.
What you will do as an WFM Senior Analyst
- Optimal Staffing & Scheduling: Support site performance by ensuring optimal staffing of Customer Advocates, creating and maintaining schedules for Customer Service Associates (CSA) to meet service level and productivity goals.
- Schedule Analysis & Recommendations: Regularly analyze schedules, provide staffing recommendations, and complete scheduling reports in a timely and accurate manner.
- Metrics & Reporting: Analyze key performance metrics (e.g., AHT, ASA, Shrinkage) and communicate results to managers, providing actionable insights and suggestions.
- Collaboration & Process Improvement: Work with business partners and stakeholders to identify opportunities to improve workforce utilization and service levels. Respond to changes in call volumes and handling times by adjusting staffing levels.
- Service Level & Productivity Support: Support the achievement of service levels and productivity targets, managing task assignments and optimizing workforce usage.
- Real-Time Queue Management: Monitor and analyze real-time queue data, adjusting staffing levels in response to call volumes, busy lines, and production issues.
- Short-Term Non-Productive Time: Collaborate with operational teams to plan and manage short-term non-productive time effectively.
- Technology Collaboration: Partner with in-house technology teams to develop and improve Workforce Management and Scheduling systems.
- Global Project Leadership: Lead global projects, provide optimal solutions, and ensure stakeholders receive regular updates on progress.
- Forecasting & Scheduling: Create forecasts at intra-day, daily, weekly, and monthly levels, and develop schedules for locations in the PH and abroad.
- Continuous Improvement: Proactively identify service improvement opportunities, driving continuous improvements across forecasting, scheduling, reporting, and real-time delivery.
- College degree in Math, Analytics, Computer Programming, or related fields.
- At least 2 years of experience in a similar role, such as Scheduler or Forecasting.
- Strong analytical and problem-solving skills with the ability to manage complex scheduling and staffing requirements.
- Willingness to work graveyard shifts as needed to support operational demands.
- Proficiency in workforce management tools and scheduling software.
- Excellent communication skills for collaborating with teams and stakeholders.
- Ability to manage multiple tasks and adjust to changing priorities in a fast-paced environment.
At ClearSource, our mission is simple: Making Lives Better—for our employees, our clients, and their customers. Our culture is built on a strong foundation of core values that shape everything we do:
- Customer First – We are obsessed with delivering an exceptional customer experience.
- Personal Accountability – We do the right thing and own our actions.
- Humble Courage – We embrace feedback, seek growth, and push ourselves to improve.
- Hungry – We bring passion, energy, and drive to everything we do.
- Happy & Healthy – We believe in balance, well-being, and a positive workplace.
What’s in It for You?
- Competitive salary – Get paid for doing what you love!
- Medical and dental insurance (with free dependent coverage!).
- Group life insurance for peace of mind.
- Paid time off (PTO) – Because work-life balance matters.
- Outstanding career growth opportunities – Learn, advance, and develop your career.
- A fun, innovative, and energetic team culture – Be part of a company that values its employees
- Skills and leadership development to help you reach your full potential.
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