JOB SPECIFICATIONS:

• Must possess a Bachelor’s Degree in any field
• At least 1 year of working experience as a Workforce Analyst in a call center setup
• Experience in eWFM, RTA, ESP is a plus
• Excellent written and verbal communication skills in English
• With proven ability to produce complex reports pulling data from multitude resources
• With strong mathematical, analytical, and organizational skills
• Intermediate knowledge in MS Office (Excel, Word, PowerPoint, etc)
• Flexible and quickly adapts to changing business needs and processes
• With strong business logic and high level of attention to details
• Able to work independently with minimal supervision
• Ability to transform data to organized information
• Able to meet tight deadlines
• Able to analyze and interpret statistical reports
• Fast learner

JOB RESPONSIBILITIES:

• Liaise with the Head of Operations, in creating and developing long term volume forecast and staffing.
• Responsible in preparing schedule requirements for all accounts by balancing restrictions with customer requirements
• Updates and processes data for real-time performance analysis and obtains quantifiable performance figures (e.g. call volume, AHT, running service level) to make critical recommendations to address account performance issues.
• Utilize the Workforce Management tool and practices to develop volume and handle time forecasts based on call arrival patterns, seasonal changes, holiday planning and new business initiatives
• Review call routing variables and provide recommendations for improving customer experience
• Provide daily/weekly/monthly updates on department’s performance including causes and trends for business misses as well as action taken to prevent loss
• Responsible for Real Time Adherence and Queue Management to support client/account service level agreements and offer strategic recommendations to improve productivity while balancing required service levels.
• Responsible in managing, controlling and reporting non-adherence to schedules
• Adheres to prescribed formats in updating attendance and scheduled swaps
• Acts as our point of contact in processing and identifying schedule exceptions (e.g. trainings, coaching sessions, etc.).
• May be occasionally responsible in conducting training for Team Leaders to equip them with the necessary skills for real-time queue management.
• Coordinate with other units (e.g. HR, IT, Operations, etc.) to identify hiring strategies for new campaigns and attrition replacements

IMS, ISO, Data Privacy and Information Security:

• Ensure compliance of the team on all IMS and ISO related documents, policies and procedures.
• Comply with the organization’s information security and data privacy policies, procedures, and guidelines to ensure the protection of sensitive data, safeguarding the confidentiality, integrity, and availability of all information. This includes adhering to established protocols for securely handling, storing, and transmitting data while ensuring compliance with applicable legal and regulatory requirements.
• Attend mandatory annual Information Security (InfoSec) and Data Privacy Act (DPA) awareness training to stay informed about the latest security practices and maintain compliance with relevant obligations