Strategic Workforce Scheduling & Forecasting Analyst

Asurion; Mabalacat; On-site; PHP 360,000 - 600,000; Full time

Job summary

Asurion in the Philippines is seeking an Acting Workforce Scheduling Analyst to manage scheduling and forecasting within a large multi-client Customer Solutions Contact Center. You will develop and maintain optimal schedules for Experts to meet monthly goals, adjust staffing to respond to demand, and coordinate with cross-functional partners to support rapid decision-making.

You will analyze data from Workforce Management systems, produce reports, lead shift bid processes, and communicate

Responsibilities

• Forecast critical demand and staffing metrics including intra-week demand volume, processing times, and shrinkage for all assigned forecast and staff groups.
• Create and maintain optional employee schedules to achieve monthly servicing and efficiency targets.
• Create, administer, and optimize forecast and staff groups to minimize labor costs while constrained by servicing requirements, labor laws, and company policies.
• Produce reports and conduct ad hoc analysis, as necessary, leveraging data from Workforce Management systems.
• Lead the department through shift bid processes to optimally align Experts with customer demand.
• Lead cross-functional solutioning to solve service level and/or Efficiency challenges.
• Structure scheduling for training to minimize impacts to servicing and labor costs while ensuring that all training is completed in advance of need.
• Communicate effectively with operations, IT, telephony, and workforce management; inform stakeholders of servicing outlooks and action plans, when appropriate.
• Act as a central point of contact for the service and scheduling of assigned lines of business; conduct staffing reviews with Operations leaders as needed.
• Execute timely and appropriate actions to balance staffing levels by coordinating offline requests between Operations and the Learning and Development teams.
• Follow and encourage workforce and scheduling best practices to ensure workforce planning standards are being utilized across regions to maintain data integrity
• Meet with key stakeholders of workforce software and tools to develop and implement training material.
• Coordinate and communicate holiday scheduling trends, guidelines, and action plans.
• Troubleshoot unexpected scheduling issues as they arise, resolving them quickly and updating stakeholders in a timely manner.
• Other duties as assigned

Job description

Asurion in the Philippines is seeking an Acting Workforce Scheduling Analyst to manage scheduling and forecasting within a large multi-client Customer Solutions Contact Center. You will develop and maintain optimal schedules for Experts to meet monthly goals, adjust staffing to respond to demand, and coordinate with cross-functional partners to support rapid decision-making.

You will analyze data from Workforce Management systems, produce reports, lead shift bid processes, and communicate