Workforce Analyst
JOB OBJECTIVE
The Workforce Analyst is responsible for managing intraday/ real time management processes in support of operations to achieve business service level objectives and maximizing efficiency and occupancy. Also required to prepare analytical reports on the center’s and agents’ performance.KEY FUNCTIONS AND DUTIES
- Manage intraday staffing levels to meet forecast requirement and communicate identified risks to management and other analysts.
- Monitor real-time ACD agent work state and adherence alerts.
- Liaise with external clients’ WFM and operations team through various media.
- Serve as first point of contact and liaison with IT support to quickly escalate and resolve system issues and minimize downtime.
- Administration of call-in line and communicate agent call-ins to support teams in real time.
- Manage call routing to increase service levels and agent utilization and approve discretionary activities to increase occupancy.
- Track, analyze and report centre and agents performance with reports showing performance by intervals, days, weeks, months, year and agent, teams, skills, centre.
- Fill overtime and under-time availability.
- Participate in scheduled staffing review meetings with management and forecast/ schedule analysts detailing previous and current week’s performance and forecasted performance for the remainder of the week, while identifying risks.
- Manage employee information changes in database records and WFM software.
- Manage proactive approval and denial of discretionary activities; vacation, training, meetings.
- Propose changes when current forecasts have consistent high levels of deviation from actual.
- Prepare payroll data for processing.
- Oversee proper use and deployment of fixed assets on production floor and maintain inventory that is reviewed daily.
- Perform other duties as assigned.
JOB SPECIFICATION / COMPETENCIES
Required Qualifications:
- Bachelor’s Degree in Mathematics, Business Studies/Administration or related field (preferred)
- or
- Secondary Level Education with demonstrated experience.
Required Experience:
- Minimum 2 years knowledge and experience with workforce scheduling tools and staffing models including MS excel spreadsheet, scheduling predictions; data and trend analysis; graphing and data presentation.
Required Competencies:
- Proficiency in the use of computer software applications including Microsoft Word, Excel and PowerPoint
- Good supervisory and motivational skills
- Excellent teamwork and interpersonal skills
- Strong mathematical background
- Strong analytical and problem solving skills.
- Ability to work under pressure and without constant supervision
- Excellent oral and written communication skills
- Ability to work on own initiative
- Ability at planning and coordinating activities
- Ability to demonstrate tact, confidentiality and professionalism in the execution of duties
Special Conditions Associated with the Job:
- Required to work various hours / days (including weekends and public holidays) as required to handle job activities and responsibilities
Please read carefully before signing.
Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.
I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.
I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.
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