Workforce Management Analyst I (Forecast & Scheduling)

iQor; Mabalacat; Presencial; PHP 391.000 - 614.000; Jornada completa

Descripción de la vacante

iQor is seeking a Workforce Management professional to proactively monitor service levels and efficiency. You will execute plans to address forecast gaps, manage intraday performance by 30 minutes, and communicate hourly on site performance.

The role requires forecasting, staffing, scheduling, and strong Excel skills within a call-center environment. You will analyze IDPs, adjust skills, escalate issues, and coordinate with NRP to balance capacity.

Formación

• 1-3 years of experience in similar role.
• Prior work force 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.
• Utilize 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.
• Requests allocation or skill addition,
• Analyzes IDP's throughout the day to determine if service levels goals are in jeopardy.
• Implements escalation procedures when determination is made that the enterprise os specific business segments are in jeopardy.
• Real Time Adherence—Oversees minute by minute contact center queue management.
• Overseers adherence per interval.
• Prioritize time sensitive communications.
• Notification of RTA exceptions is required to quickly impact adherence issues.
• Review RTA and continually reassess based on contact center events.
• Monitor performance to ensure service level metrics are not jeopardized due to lack of adherence.
• Identifies improvement opportunities and implement solutions to improve site productivity Queue Management
• Performs skill changes when thresholds/efficiency/service levels are in jeopardy.
• Coordinates with NRP to determine when assistance at other skills is necessary.
• TCC/Jumpstart need.
• Analyzes Call drivers.
• Communicates trends to NRP and make recommendations to resolve
• Communicates volume drivers and current performance
• React in response to forecast variances (high/low).
• Assesses queues and communicate findings to national, technology team and leadership as needed.
• Works with Force Desk supervisor to develop action plans to handle unexpected call surges and/or to manage efficiency during off peak call times.
• Executes plan real time according to the situation.
• Exception Reporting.
• Checks attendance calls and voice mail.
• Enters exceptions in application.
• Communicates shrinkage outside of forecast.
• Performs other duties as assigned.

Conocimientos

Experience 1-3y

Forecasting

Staffing

Scheduling

Call Center Experience

Excel Proficiency

Strong Communication

Presentation Skills

Confidentiality

ACD Knowledge

Educación

Bachelor's Degree

Business Administration

Herramientas

Avaya knowledge

Descripción del empleo

iQor is seeking a Workforce Management professional to proactively monitor service levels and efficiency. You will execute plans to address forecast gaps, manage intraday performance by 30 minutes, and communicate hourly on site performance.

The role requires forecasting, staffing, scheduling, and strong Excel skills within a call-center environment. You will analyze IDPs, adjust skills, escalate issues, and coordinate with NRP to balance capacity.