Workforce Management Analyst II - #121575

iQor, Inc.; Mabalacat; Presencial; PHP 420.000 - 520.000; Jornada completa

Descripción de la vacante

iQor is seeking a Workforce Scheduling Analyst to optimize staffing plans based on call volumes and client needs. You will partner with Forecasting to translate short and long-term forecasts into actionable schedules and staffing recommendations.

This role supports operations to maximize efficiency and control costs while ensuring service levels are met. The ideal candidate has workforce management experience in a contact center, strong Excel and analytical skills, and a proven ability to

Formación

• Bachelor's degree or equivalent preferred.
• Degree in business/related field preferred.
• Experience in workforce management and call centers is required or highly desired.

Responsabilidades

• Plan and develop schedules to meet staffing requirements and commitments.
• Maintain staffing roster (OPS Master list).
• Recommend new hires based on staffing numbers and PTO/VL balance.
• Monitor non-productive time (sick/vacation/tardiness) and plan off-phone activities.
• Analyze current staffing metrics and identify adjustment opportunities.
• Coordinate with Operations on overtime or off-phone activities as needed.
• Project staffing needs based on forecast, turnover, and shrinkage.
• Prepare and communicate schedules based on forecast and allocations.
• Own and maintain staffing policies and procedures.

Conocimientos

Workforce management

Forecasting

Staffing

Scheduling

Call center experience

Communication skills

Excel

Analytics

Multi-tasking

Confidentiality

ACD knowledge

WFM tools (Teleopti/IEX/eWFM)

Educación

Bachelor's Degree

Business Administration or related field

Herramientas

Avaya

Teleopti

IEX

eWFM

Descripción del empleo

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:

This position is responsible for providing accurate schedules based on call volume patterns and trends, attrition rates and contact center productivities. The analyst should be able to make decisions on behalf of the Operations to adjust staffing due to unexpected changes in the call volume or additional requirement from the client. They should be able to provide methods to maximize staffing resources to help reduce operating cost. They will closely work with the Forecasting team which would provide them call forecast, short term and long term, which they will use to provide schedule analysis and staffing recommendations. Also, they will work with the RTA team to make sure historical reports and statistics are accurate.

Responsibilities:

• Plan and develop schedules that would ensure staffing requirement and commitments are fulfilled. Maintain staffing roster (OPS Master list).
• Recommend new hires classes based on staffing numbers versus the requirement. Determine the capacity to approve PTO/VL request to balance personnel needs and staffing requirement.
• Monitor non productive time off (Sick Leave, Vacation Leave and Tardiness) and ensures off-the-phone activities are planned.
• Performs analysis of current staffing statistics (Efficiency, SLA, Abandon) and determine staffing adjustment opportunities.
• Recommend and implement changes as needed.
• Coordinates to Operations the need for overtime or off-phone activities based on the current staffing versus the requirement.
• Calculate/Project staffing need based on client requirement/forecast, turnover trend and shrinkage.
• Prepare and communicate schedules based on forecast and allocations.
• Own and maintain all staffing and scheduling policies and procedures.

Skills Requirements:

• Prior workforce management experience including RTA, 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 within iQor and 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.
• Working knowledge of any WFM tool including Teleopti, IEX, eWFM, etc.

Education Requirements:

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

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.