Workforce Analyst

Datamatics CMS PH; Pasig; On-site; PHP 420,000 - 540,000; Full time

Job summary

Datamatics CMS PH is seeking a capacity planning and workforce analyst to join our Pasig site. The role involves forecasting, scheduling, real-time productivity analysis, and reporting on service levels, occupancy, interval adherence, and absenteeism.

You will collaborate with Operations, Training, Quality, IT and HR to drive process improvements and support staff across sites. Requires 2-3 years in capacity planning with telco BPO exposure; Ortigas/Pasig location; full-time.

Qualifications

• 2-3 years experience in capacity planning, forecasting, workforce analytics.

Responsibilities

• Forecasting, Scheduling and Real Time Analysis of productivity to ensure goals are met or exceeded.
• Understand staffing and capacity management for all sites.
• Provide clear reporting on service level, occupancy, interval adherence, and absenteeism.

Skills

Capacity planning

Forecasting

Workforce analysis

Client interaction

Job description

• Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
• Understand all aspects of staffing and capacity management for all sites directly responsible
• Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels
• Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
• Make recommendations to implement improved processes
• Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives
• Knowledge, understanding, and compliance with company policies and procedures
• Accountable for all decisions, actions, and directives made to his/her team
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
• Follow up in a timely manner to ensure customer satisfaction
• Provide feedback to management concerning possible problems or areas of improvement
• Perform other duties as assigned by management

Experience

• 2-3 years experience in capacity planning, client interaction, forecasting, workforce analyst
• Telco experience in a BPO industry is required
• Amenable to work full time ( Ortigas, Pasig )