WFM Analyst I: Real-Time Forecast & Scheduling

iQor; Mabalacat; Presencial; PHP 240.000 - 420.000; Jornada completa

Descripción de la vacante

iQor Philippines in Mabalacat is seeking a Workforce Management Specialist to optimize contact center performance. You will forecast call volume, plan staffing, and schedule to meet service levels while controlling costs.

You will monitor real-time adherence, communicate variances, and collaborate with operations and IT to implement improvements. A background in contact center WFM and strong Excel skills are essential.

Formación

• 1-3 years of experience in similar role.
• Prior workforce management experience including forecasting, staffing, and scheduling, desired.
• Prior call / contact center experience, 1 year minimum required
• Strong and effective oral / written communication skills (communication will be with various levels client organizational structures)
• Excellent presentation skills
• High level of proficiency with Excel
• Strong mathematical skills.
• Strong analytical skills.
• Ability to multi-task.
• Ability to prioritize deliverables.
• Ability to maintain confidential information.
• Working knowledge of Avaya or other ACD system.

Responsabilidades

• Intra-Day Performance—manage forecast to actual by 30 minutes, in order to meet service levels and efficiency.
• Provides hourly communication on all aspects of the contact center performance.
• Utilizes IDP's to determine variances to forecast, AHT and staffing.
• Documents any actions taken or issues impacting performance.
• Queue Monitoring—Monitors site performance to ensure service levels metrics are met and are not negatively impacting other metrics.
• Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers' satisfaction.

Conocimientos

Forecasting

Staffing

Scheduling

Excel

Analytical

Communication

Educación

Bachelor's Degree

Herramientas

Avaya

Descripción del empleo

iQor Philippines in Mabalacat is seeking a Workforce Management Specialist to optimize contact center performance. You will forecast call volume, plan staffing, and schedule to meet service levels while controlling costs.

You will monitor real-time adherence, communicate variances, and collaborate with operations and IT to implement improvements. A background in contact center WFM and strong Excel skills are essential.