The Workforce Analyst monitors inbound and outbound call traffic and ensures efficient distribution based on staff availability. The Analyst ensures contact centre needs are met by coordinating and adjusting the call volume in a timely manner while utilising call volume reports within the support centre. The role is also responsible for making and communicating decisions based on strategies and processes related to scheduling and other key metrics supporting operational goals and business priorities.
Responsibilities
GENERAL RESPONSIBILITIES:
Utilize Workforce Management software and practices to develop volume and handle time forecasts based on call arrival patterns, seasonality changes, holiday planning and new business initiatives
Establish, prepare, and build all reporting requirements ensuring key elements related to forecasting, planning, scheduling, measure & control reporting are accurately reflected
Provide service level administration, ensuring that service level strategies across sites, queues, and/or business functions are being met and is able to support the overall business strategy
Overseeing of staffing schedule optimization across multiple sites , queues, and/or business functions to ensure appropriate staffing to maintain service levels
Liaise with all necessary business groups in developing long term value forecast, staffing, and recruitment strategy
Evaluates findings, using knowledge of workflow, operating practices, records retention schedules, and office equipment layout
Create standard reports that show performance of the process/centre to be prepared on a regular basis (daily, weekly, monthly) collected from the different sources (CMS, intranet, client’s data, etc.)
Analyses staffing trends and make recommendations to management including the use of early outs and overtime
Qualifications
Bachelor’s Degree in Computer Science, Information Technology, Math/Statistics, or equivalent
At least 1 - 2 years’ of related work experience in an enterprise BPO/contact centre environment
Well-versed in creating and translating raw data into useful/informative reports
Proficient in using MS Office with an advance understanding of MS Excel including formulas/functions, Pivot Table, VLook Up, and VB/Macro, SQL Database
Excellent time management skills
Strong experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
Must have demonstrated ability to analyse multiple data sources for insights and operational triggers
Has a deep understanding of operational metrics and performance monitoring
Strong relationship management skills and the ability to collaborate with internal and external stakeholders
Capacity to work in a busy, commercial, competitive environment
Ability to meet objectives and targets
Excellent interpersonal, analytical, and evaluative skills
Attention to detail and a well-ordered approach to work
Ability to maintain high level of confidentiality
Enthusiastic, prepared to use initiative, prepared to learn and self-improve
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
