Buwelo an Exact Star Company Senior Workforce Analyst

Buwelo an Exact Star Company

Дин54.8-63.9K[Monthly]

On-site - Zambales1-3 Yrs ExpBachelorFull-time

Employee Recognition and Rewards
Performance Bonus, Annual Appraisal
Government Mandated Benefits
13th Month Pay, Employee Loan, Pag-Ibig Fund, Paid Holidays, Philhealth, SSS/GSIS
Perks Benefits
Parking Space
Professional Development
Professional Development
Time Off & Leave
Maternity & Paternity Leave, Sick Leave, Solo Parent Leave, Vacation Leave

Analyze the impact of volume, AHT and shrinkage on staffing requirement
Maintain operational forecast variance to plan
Advice on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirements and internal capacity plan numbers
Assist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volumedrivers
Establish a professional and collaborative working relationship with the client
Maintain flexibility regarding requests and actions assigned to meet the needs of the client
Work within multidisciplinary teams across all Buwelo Sites
Flexibility around working hours and some international travel may be required
Communicate and celebrate success and achievements
Give assistance to all analysts in their delivery of the workload
Assist WFM manager with the training and development of analysts on all workforce management requirements and processes
Perform any other duties as assigned

At least 2-3 year of experience in a WFM role directly working on Real-Time, Scheduling, Forecasting and Reporting
Enjoy working in a fast-paced, real-time environment, managing multiple challenges each day
Proficient with the following: Excel (can perform complex functions), PowerPoint presentation
Can combine information from multiple data sources and take meaningful action, as a result
Can explain the data to all levels of the business, adjusting your style accordingly
Enjoy investigating the root cause of challenges and finding solutions
Have experience creating and managing reports in at least one of the following programs: Internal TAMA Tracker, VDI, Citrix, Vicidial, Steripoint dashboard, Zendesk, Genesys, Vonage Salesforce, Niceone incontact reporting tool, Talkdesk, Power BI reporting tool.

Information SecurityTAMA TrackerVDICitrixVicidialSteripoint dashboardZendeskGenesysVonage SalesforceNiceone incontact