Workforce Analyst (Financial Account)
Share
Job Location:
Taguig - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Position Description:
As a Workforce Management Agent you will support the effective operation of the Transfer Agency Client Service Desk by ensuring appropriate staffing coverage and resource alignment. This role focuses on forecasting workload planning capacity and monitoring real-time performance to help maintain service levels and operational efficiency.
You will combine data analysis with coordination across teams to ensure customer demand is met while balancing business and workforce needs.
Your future duties and responsibilities:
Key Responsibilities
1. Forecasting & Capacity Planning
Analyze historical interaction volumes (calls emails chats) and trends to forecast future workload.
Develop and maintain staffing schedules that align with forecasted demand peak periods and SLAs.
Account for agent availability training and planned absences in schedule planning.
2. Real-Time Monitoring & Queue Management
Monitor real-time performance including agent occupancy schedule adherence and shrinkage (breaks training meetings).
Adjust staffing and resources dynamically to manage volume fluctuations and ensure SLA achievement.
Collaborate with Team Leads to optimize queue coverage and resolve immediate operational challenges.
3. Reporting & Analytics
Prepare regular reports and dashboards to track performance identify gaps and provide actionable insights.
Analyze trends to support continuous improvement and data-driven decision-making.
Assist in translating operational data into recommendations for process optimization.
4. Stakeholder Collaboration & Communication
Communicate schedule changes operational updates and performance insights to Team Leads and stakeholders.
Coordinate off-phone activities while maintaining service delivery standards.
Participate in cross-functional discussions to ensure workforce strategies align with business needs.
Success Metrics / Key Performance Indicators (KPIs)
Service Level (SL): Achievement of target response times (e.g. 80/20).
Schedule Adherence: Alignment between planned schedules and actual agent activity.
Forecast Accuracy: Minimal variance between forecasted and actual volumes.
Coverage Optimization: Maintain adequate staffing for peak periods without excessive overtime.
Required qualifications to be successful in this role:
Required Qualifications & Skills
Experience: 13 years in Workforce Management preferably in high-volume contact centers or financial services.
Analytical Skills: Strong analytical capabilities proficiency in Excel (Pivot Tables VLOOKUP formulas).
Systems & Reporting Knowledge: Familiarity with Workforce Management tools (e.g. Verint NICE IEX Genesys) and CRM systems.
Data Visualization & Reporting Tools: Proficiency or familiarity with analytics and visualization tools (e.g. Power BI Tableau or equivalent).
Industry Knowledge: Basic understanding of Transfer Agency operations mutual funds distributions and KYC processes.
Communication Skills: Ability to communicate schedule changes and operational updates clearly and professionally.
Adaptability: Flexible able to manage multiple priorities under pressure and support business continuity.
Skills:
- Analytical Thinking
- English
- Workforce Management
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
IC
Key Skills
- Cognos
- Forecasting
- Hyperion
- Microsoft Access
- Pivot tables
- Accounting
- Analysis Skills
- Microsoft Excel
- Financial Analysis
- Financial Modeling
- Budgeting
- Financial Planning
About Company
The COMPANY is one of the few end-to-end consulting firms with the scale, reach, capabilities and commitment to meet clients’ enterprise digital transformation needs. Our 77,500 consultants and professionals work side-by-side with clients in 10 industries across more than 400 location ... View more
