Workforce Management - Real Time Analyst | Pasay

TASQ Staffing Solutions


Date: 2 weeks ago
City: Pasay
Contract type: Full time
Requirements:

  • Candidate must possess at least a Bachelors/College Degree
  • 1 year minimum experience in Workforce Management
  • Excellent skills in scheduling and real-time time management a must
  • Detail oriented with ability to deliver project deliverables with little supervision
  • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various level
  • Flexible and willing to work in shift schedules


Responsibilities:

  • Regularly performs volume and performance analysis and proactively communicate possible impacts to business
  • Supports management with all necessary reports and planning models to facilitate the process of decision making
  • Monitors actual activities and compare it to plan and make recommendations for immediate changes
  • Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
  • Ensures that pre-planned activities are being scheduled in advance and communicated effectively
  • Adjust the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
  • Ensures adherence to schedules and raises alerts in a timely manner in case of deviations


Technical Skills:

  • Very proficient with Microsoft Excel
  • Ability to scrub, dissect and shape data, create customized reports.
  • Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX etc
  • Create forecasts, schedules and IDPs, run scenarios inside a WFM tool.

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