This listing was posted on The Resumator.
Workforce Management Analyst - Philippines
Location:
National Capital Region
Description:
Position Description: The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) & schedule management with the purpose of optimizing resources to achieve business objectives. Key functional responsibilities includes: ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations ability to create optimal schedules to meet business targets ability to agilitize skills profiles within CareConnect to support meeting Service Levels (SL%) Duties & Responsibilities: Provide real-time monitoring via CareConnect (Amazon Connect) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service-level goals/business objectives Perform continual analysis of current performance (noting recent historical trends) Conduct real-time adjustments in staffing and coordinate with the Workforce Manager and Operations teams to achieve service-level goals/objectives Maintain constant communication with the Operations team to coordinate needed staffing adjustments based on current and forecasted results Generate and evaluate staffing schedules, and ensure data updates in the scheduling system Compares results to forecast and identify opportunities for improvement Create schedules that optimize the application of team members against inbound/outbound interaction volume (including volume, chat, and email) Qualifications : Graduate or has accomplished at least 2 years in college (College undergraduates, High School graduates, and career shifters are also welcome to apply as long as they have the required technical experience) At least 1 year of experience in workforce management Communicate clearly and concisely. Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment. Ability to work collaboratively in a team environment Prior experience with Microsoft Office (excel, word, and outlook) With a strong internet connection Prior experience with workforce management and productivity monitoring tools/software is nice to have 1 Full-time position available (Philippine-based job) Legally allowed to work in the Philippines Amenable to work on a permanent night shift schedule With at least 40 Mbps wired-internet connection and a backup Remote but with the possibility of a hybrid work arrangement in the future United States Equal Opportunity Employment:First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.Powered by JazzHR
Company:
First Advantage
Posted:
March 11 on The Resumator
Visit Our Partner Website
This listing was posted on another website. Click here to open: Go to The Resumator
Important Safety Tips
- Always meet the employer in person.
- Avoid sharing sensitive personal and financial information.
- Avoid employment offers that require a deposit or investment.
To learn more, visit the Safety Center or click here to report this listing.