Job Description

Position: Workforce Analyst
Number of hours: 40 Hrs/week
Schedule: TBD

We are seeking a detail-oriented Workforce Analyst to manage staffing, scheduling, and real-time workforce optimization in a dynamic BPO environment. The ideal candidate will analyze call volume trends, forecast staffing needs, and ensure efficient workforce utilization to maintain service level agreements (SLAs) and key performance indicators (KPIs).

Key Responsibilities:

• Develop and maintain accurate forecasting models to predict call volume, staffing needs, and workload distribution.

• Create and manage schedules to ensure optimal coverage and adherence to SLAs.

• Monitor real-time queue activity and agent productivity, making adjustments as needed to optimize service levels.

• Analyze historical data and trends to improve forecasting accuracy and workforce efficiency.

• Collaborate with operations, HR, and training teams to align workforce plans with business needs.

• Identify and recommend process improvements to enhance workforce management efficiency.

• Track and report workforce metrics, including occupancy, shrinkage, and adherence rates.

• Ensure compliance with labor laws, company policies, and client requirements.

• Provide insights and recommendations to leadership for improving staffing strategies.

• Assist in implementing workforce management tools and technologies to enhance operational performance.

Qualifications:

• Minimum 2-3 years of experience in workforce management, scheduling, or forecasting within a BPO or contact center environment.

• Must have experience handling a large team working remotely.

• Experience in solar energy is preferred.

• Residency in Bulacan, Philippines is a plus.

• Strong analytical skills with experience using workforce management tools and Excel (pivot tables, VLOOKUP, macros, etc.).

• Knowledge of call center metrics, forecasting methodologies, and real-time management techniques.

• Excellent problem-solving, organizational, and decision-making skills.

• Ability to work in a fast-paced, high-pressure environment with tight deadlines.

• Strong communication skills for reporting and stakeholder collaboration.

• Bachelor's degree in business, Statistics, Operations Management, or a related field is a plus.

Preferred Skills:

• Experience with workforce management software (e.g., Verint, NICE, Genesys, Aspect).

• Familiarity with omnichannel contact center operations (phone, chat, email, social media).

• Knowledge of automation tools and data visualization platforms (Power BI, Tableau, etc.).

• Ability to implement and optimize scheduling and forecasting processes.