Call Center Workforce Forecasting & Scheduling Analyst

Alta Resources (Philippines) Corporation; Metro Manila; Remote; PHP 450,000 - 650,000; Full time

Job summary

Alta Resources (Philippines) Corporation seeks a Workforce Management Analyst to optimize forecasting, staffing and schedule compliance for client programs. You will work with Program Directors to assess absenteeism and call volumes while managing data analytics across multiple databases.

Role requires a Bachelor's degree, 2+ years in a call center and experience with Aspect eWorkforce Management and Excel. Strong English communication and analytical skills are essential for success.

Qualifications

• Bachelor's degree required.
• At least two years of call center experience.
• At least one year of Aspect eWorkforce Management software experience preferred.
• Exceptional English written and oral communication.

Responsibilities

• Provides daily forecasts and schedules for assigned teams.
• Incorporates additional Aspect eWorkforce Management solutions for existing teams.
• Performs hiring needs analysis for current client teams.
• Offers proactive staffing recommendations to Program Directors.
• Enters staffing changes into Excel daily or weekly as required.
• Updates balances in Aspect eWorkforce Management bi-weekly.
• Maintains workforce metrics spreadsheets on shared drive.
• Updates daily call volume and time data in Aspect eWorkforce Management.

Skills

Fluent English

Analytical skills

Time management

Excellent communication

Education

Bachelor's degree

Tools

Aspect eWorkforce Management

Excel

MS Word

Outlook

Job description

Alta Resources (Philippines) Corporation seeks a Workforce Management Analyst to optimize forecasting, staffing and schedule compliance for client programs. You will work with Program Directors to assess absenteeism and call volumes while managing data analytics across multiple databases.

Role requires a Bachelor's degree, 2+ years in a call center and experience with Aspect eWorkforce Management and Excel. Strong English communication and analytical skills are essential for success.