Strategic Workforce Analyst: Real-Time Scheduling & Insights

APPLE SOUTH ASIA PTE. LTD.; Singapore; On-site; SGD 75,000 - 95,000; Full time

Job summary

A leading technology company in Singapore is seeking a Workforce Operations Analyst to join their Retail Customer Care team. The role requires extensive call center experience and involves analyzing staffing needs, creating schedules, and supporting workforce management operations. Ideal candidates will have a background in workforce operations, strong analytical skills, and knowledge of scheduling practices. This position offers the opportunity to contribute to a dynamic team focused on delivering exceptional customer experiences.

Qualifications

• 5+ years experience in a call center environment.
• 2+ years experience in Workforce Operations.
• Extensive knowledge in call center software.

Responsibilities

• Review and manipulate forecasts for call volume.
• Generate and maintain Specialists schedules.
• Monitor staffing scenarios across multi-sites.

Skills

Call center experience

Scheduling practices

Data analysis

Communication skills

Time management

Education

Bachelor's degree or equivalent experience

Tools

Aspect or equivalent call center software

Excel

Tableau

Job description

A leading technology company in Singapore is seeking a Workforce Operations Analyst to join their Retail Customer Care team. The role requires extensive call center experience and involves analyzing staffing needs, creating schedules, and supporting workforce management operations. Ideal candidates will have a background in workforce operations, strong analytical skills, and knowledge of scheduling practices. This position offers the opportunity to contribute to a dynamic team focused on delivering exceptional customer experiences.