Senior Workforce Management Analyst - Taguig
Senior Workforce Management Analyst - Taguig
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Salary Not Disclosed
1 Vacancy
Job Description
TASQ is looking for a Senior Workforce Management Analyst to work onsite in Taguig.
The screening interview will be done overthephone so please keep your line open. The rest of the process will be done on site.
A.EDUCATION AND EXPERIENCE PREFERENCES
- High School Diploma or its equivalent
- WFM Experience Preferred
- MS Excel Knowledge
- Reporting and Analysis Experience is preferred
B.PURPOSE OF THE POSITION
- 1st point of contact for any Command Center system and/or resource management related issues
- Maximize occupancy and service levels through real time intraday monitoring
- Monitor RealTime Call Statistics and production reporting supporting Inbound and Outbound Command Center Operations
- Data analysis of workforce management reports
- Responsible for proactive analysis and application of workforce management process in partnership with Operations
- Collaborate with Operations to assure business objectives are met
- Problem recognition research isolation resolution and followup.
C.DUTIES AND RESPONSIBILITIES
- Able to work flexible work schedule required weekends and holidays as needed
- Set daily goals with assistance of supervisor
- Manage intraday staffing levels schedule changes and schedule adherence
- Develop and communicate intraday service level and occupancy analysis
- Ensure schedules are generated on a regular basis to maximize efficiency of resources
- Capture store and report on historical statistics
- Provide and create New Hire and Department Shift Bid
- Provide various WFM Presentations such as New Hire Presentation
- Make realtime adjustments to staffing and/or outbound dialing line forecast in software to provide the most accurate and uptodate view of staffing forecast to requirements
- Communicates with leadership throughout the workday to ensure targets are achieved
- Coordinate and provide approval for any intraday scheduling for off the phone activities such as: team meetings supervisor coaching training
- Escalate service level and occupancy issues to the necessary supervisor manager or director based on time frame and impact
- Communicate with the Command Center for any resource management related situations
- Produce Reporting Requirements with the desired level of efficiency accuracy and timeliness
- Utilize and interpret data from report software spreadsheets graphs and flow charts
- Process and Maintain client related user access or credentials
- Create Adhoc data reports for oneoff requirements
- Creates and maintains automated and selfservice reports to provide for data frequently requested
- Creates and maintains instructional documents for all reports
- Assists with administration maintenance and enhancement of the reporting infrastructure to enable high value relevant informative reporting in a timely manner
- Conduct Monthly Desktop Security Compliance Checks
- Definition of Success in this position:
- Excellent at building collaborative relationships
- Attention to detail
- Analytical Thinking
- Critical Thinking
- Team player
- Ability to be coached and apply coaching feedback through the 360feedback process
- Willingness to learn and help others
- Successfully demonstrates the ability to work in a fastpaced environment
- Able to adapt to frequent change of call routing skillsets
- Positive attitude with the ability to remain calm in stressful situations
- Flexible to schedule changes and should be open to still take in calls when required
- The Company reserves the right to change or assign other duties to this position as
Appropriate.
- Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
- Must be able to remain in a stationary seated position up to 85 of the work shift.
- Must be able to occasionally move about inside the office to access office machinery file cabinets or attend meetings.
- Must be able to operate a computer and other office productivity machinery such as a calculator copy machine printer scanner fax machine.
- Must be able to communicate with consumers and maintain compliance with all federal state and local laws rules and regulations.
- Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.
- Must be able to exchange accurate information with coworkers consumers and/or clients or vendors who have work related inquiries.
D. ACCOUNTABILITY/MEASUREMENT
- Schedule Adherence
- Reports Accuracy and Timeliness
- This position will be measured on the timely performance of the responsibilities herein.
- Assigned projects and deliverables to be delivered based on set expectations
- Development and implementation of resource management processes and reporting
Employment Type
Full Time
