Real-Time Workforce & Scheduling Analyst

Alorica Inc.; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Alorica Inc. is seeking a Workforce Management Analyst to analyze information databases, historical data, and real-time information to improve daily objectives within the production team.

You will monitor service level goals and employee adherence, and provide ad hoc reporting as needed. The role requires 2 years in customer care or contact center, experience with EWFM, Aspect, and IEX, and at least 1 year in Workforce Management.

Qualifications

• 2 years in customer care or contact center environment.
• Experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure.
• At least 1 year in related field is required.
• Preferably 1–4 years in customer service or equivalent.

Responsibilities

• Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management.

Skills

Workforce Management

Data analysis

Customer service

Reporting

Education

High School Diploma

Bachelor's degree preferred

Job description

Alorica Inc. is seeking a Workforce Management Analyst to analyze information databases, historical data, and real-time information to improve daily objectives within the production team.

You will monitor service level goals and employee adherence, and provide ad hoc reporting as needed. The role requires 2 years in customer care or contact center, experience with EWFM, Aspect, and IEX, and at least 1 year in Workforce Management.