Workforce Management Analyst I

iQor; Iloilo City; On-site; PHP 400,000 - 600,000; Full time

Job description

Location:

Iloilo 04, Iloilo, Philippines

Posted Date:

07/08/2025

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary

Proactively monitors service levels, efficiency and executes plans that will improve service deficiencies related to volume, average handle time, or forecast. Must be aware of business activities affecting contact centers, such as training or offline activities, to manage performance effectively. Determines acceptable fluctuations in service levels before implementing action plans.

Responsibilities

1. Manage intra-day performance by comparing forecast to actual every 30 minutes to meet service levels and efficiency targets.
2. Provide hourly updates on contact center performance.
3. Utilize IDPs to identify variances in forecast, AHT, and staffing.
4. Document actions taken or issues impacting performance.
5. Monitor queues to ensure service levels are met without negatively affecting other metrics.
6. Review hold times and availability, request skill changes as needed to maintain customer satisfaction.
7. Request allocation or skill additions as necessary.
8. Analyze IDPs throughout the day to identify potential risks to service level goals.
9. Implement escalation procedures when performance risks are identified.
10. Oversee minute-by-minute contact center queue management and adherence.
11. Prioritize time-sensitive communications and notify RTA exceptions promptly.
12. Reassess RTA based on contact center events and monitor adherence to service levels.
13. Identify opportunities for improvement and implement solutions to enhance productivity.
14. Perform skill changes when thresholds or service levels are at risk.
15. Coordinate with NRP for assistance in skills as needed.
16. Analyze call drivers and communicate trends and recommendations.
17. Respond to forecast variances and assess queues, communicating findings to leadership.
18. Work with Force Desk to develop action plans for call surges or off-peak management.
19. Execute real-time plans accordingly.
20. Manage exception reporting and record attendance issues.
21. Enter exceptions into the system and communicate shrinkage outside forecast.
22. Perform additional duties as assigned.

Skills Requirements

• 1-3 years of experience in a similar role.
• Experience in workforce management including forecasting, staffing, and scheduling preferred.
• Minimum of 1 year call/contact center experience.
• Strong oral and written communication skills.
• Excellent presentation skills.
• Proficiency in Excel and strong mathematical and analytical skills.
• Ability to multi-task, prioritize, and maintain confidentiality.
• Working knowledge of Avaya or other ACD systems.

Education Requirements

Bachelor's Degree, Trade/Vocational School certificate, or equivalent. Degree in Business Administration or related field preferred.

Physical Requirements

Occasional exertion of up to 10 lbs., visual acuity for data analysis and computer use, extended sitting, and consistent attendance required.

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