Workforce Analyst

Equicom Services Inc.; Makati; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading service company in Metro Manila is seeking a Workforce Analyst responsible for developing forecasts and scheduling that balances customer requirements. The ideal candidate will have a Bachelor’s Degree and at least one year of experience in a call center environment, demonstrating strong analytical skills and excellent communication abilities. This on-site role also involves ensuring compliance with IMS and ISO standards. Competitive salary and real-time operations.

Qualifications

• At least 1 year of working experience as a Workforce Analyst in a call center setup.
• Flexible and quickly adapts to changing business needs and processes.
• With strong business logic and attention to detail.

Responsibilities

• Liaise with the Head of Operations to develop volume forecast and staffing.
• Prepare schedule requirements while balancing restrictions with customer needs.
• Update and process data for real-time performance analysis.

Skills

Excellent written and verbal communication skills in English

Strong mathematical and analytical skills

MS Office (Excel, Word, PowerPoint)

Ability to meet tight deadlines

Ability to transform data to organized information

Education

Bachelor’s Degree in any field

Tools

eWFM, RTA, ESP

Job description

Equicom Services Inc., is urgently looking for Workforce Analyst who are amenable for a work onsite!

Office Address: 3F Equicom Center 3308 Zapote St., Brgy. Sta. Cruz, Makati City

𝗛𝗼𝘄 𝘁𝗼 𝗔𝗽𝗹𝘆: Kindly fill out the link below and upload your updated resume.

Kindly fill out the link below and upload your updated resume.

Qualifications

• Must possess a Bachelor’s Degree in any field
• At least 1 year of working experience as a Workforce Analyst in a call center setup
• Experience in eWFM, RTA, ESP is a plus
• Excellent written and verbal communication skills in English
• With proven ability to produce complex reports pulling data from multitude resources
• With strong mathematical, analytical, and organizational skills
• Intermediate knowledge in MS Office (Excel, Word, Powerpoint, etc)
• Flexible and quickly adapts to changing business needs and processes
• With strong business logic and high level of attention to details
• Able to work independently with minimal supervision
• Ability to transform data to organized information
• Able to meet tight deadlines
• Able to analyze and interpret statistical reports
• Fast learner

Duties and Responsibilities

• Liaise with the Head of Operations, in creating and developing long term volume forecast and staffing.
• Responsible in preparing schedule requirements for all accounts by balancing restrictions with customer requirements
• Updates and processes data for real-time performance analysis and obtains quantifiable performance figures (e.g. call volume, AHT, running service level) to make critical recommendations to address account performance issues.
• Utilize the Workforce Management tool and practices to develop volume and handle time forecasts based on call arrival patterns, seasonal changes, holiday planning and new business initiatives
• Review call routing variables and provide recommendations for improving customer experience
• Provide daily/weekly/monthly updates on department’s performance including causes and trends for business misses as well as action taken to prevent loss
• Responsible for Real Time Adherence and Queue Management to support client/account service level agreements and offer strategic recommendations to improve productivity while balancing required service levels.
• Responsible in managing, controlling and reporting non-adherence to schedules
• Adheres to prescribed formats in updating attendance and scheduled swaps
• Acts as our point of contact in processing and identifying schedule exceptions (e.g. trainings, coaching sessions, etc.).
• May be occasionally responsible in conducting training for Team Leaders to equip them with the necessary skills for real-time queue management.
• Coordinate with other units (e.g. HR, IT, Operations, etc.) to identify hiring strategies for new campaigns and attrition replacements

IMS, ISO, Data Privacy and Information Security

• Ensure compliance of the team on all IMS and ISO related documents, policies and procedures.
• Comply with the organization’s information security and data privacy policies, procedures, and guidelines to ensure the protection of sensitive data, safeguarding the confidentiality, integrity, and availability of all information. This includes adhering to established protocols for securely handling, storing, and transmitting data while ensuring compliance with applicable legal and regulatory requirements.
• Attend mandatory annual Information Security (InfoSec) and Data Privacy Act (DPA) awareness training to stay informed about the latest security practices and maintain compliance with relevant obligations

Apply Now!