Workforce Analyst

Key Responsibilities:

• Monitor team performance and provide interval reports from the dialer to supervisors and managers.

• Generate daily, weekly, and monthly progress reports for operations.

• Provide real-time updates on the statuses of inbound queues, both internally and externally.

• Forecast necessary agent staffing to ensure optimal call queue management.

• Determine appropriate staffing levels to meet operational goals.

• Assess and simulate the impact of forecasted volume, planned Average Handle Time (AHT), shrinkage, and other factors on service levels.

• Create and adjust team schedules on an interval, daily, and weekly basis, including production, breaks, meetings, and time off.

• Administer shift bids across multiple sites and lines of business.

• Develop and adjust employee schedules to meet daily work volume demands.

• Modify breaks, lunches, and start/stop times based on Intra-Day reporting.

• Analyze work volume patterns to identify trends and collaborate with operations on staffing needs.

• Create volume and handle time forecasts for various intervals.

• Manage the interval, daily, and weekly staffing plans to ensure the center is appropriately staffed.

Qualifications:

• Bachelor’s degree preferred.

• Proficiency in Microsoft Excel.

• Strong analytical skills and ability to work independently.

• Excellent written and verbal communication skills.

• Ability to collaborate with all levels of the organization in capturing, managing, and communicating performance metrics.

• Must be amenable to work onsite in Iloilo City.