WFM Scheduling Analyst

Location: Makati, National Capital Region PH

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Job Number: 272

Position Title: Individual Contributor - Professional Function

External Description:

The Global Workforce Management team is looking for a Workforce Scheduling Analyst that will support the WFM scheduling needs of our Global English queues.

We need an experienced Workforce Scheduling Analyst to work closely with key stakeholders to develop and implement agent schedules across multiple regions and call centers. To effectively support the team, candidates for this role must be energetic, with long/short term planning and modeling experience. The performance expectations for this role are high, so only those prepared for growth and excited for a new challenge should apply. The position is based out of our office in Makati, Philippines.  

Skills

  • SME on relevant labour rules/guidelines for the region inclusive of business rules observed by vendor partners
  • Moderate to advanced skill set within MS Excel/Google Sheets (Vlookup, Pivot Tables, Index/Match, Complex Formulas)
  • Ability to pull and interpret data from multiple sources (Tableau, Power BI, Microstrategy, WFM Softwares)
  • Ability to learn and adapt to new or evolving technology platforms
  • Ability to communicate complex information and concepts clearly to ensure alignment and influence decision making
  • Ability to collaborate and creatively solve problems with non-traditional solutions

Responsibilities

Technical:

  • Develop, administer, and maintain agent schedules across multiple sites and partners, while ensuring the accuracy of underlying data
  • Responsible for the tracking and auditing of headcount for multiple centers and/or LOBs across multiple systems
  • Accurately schedule agents against forecasted requirements that account for shrinkage, schedule inflexibility and AHT
  • Responsible for maintaining accurate parameters within our WFM software (i.e. Shrinkage, AHT, arrival patterns, etc.)

Analytical:

  • Track, analyze, and report on performance utilizing multiple reporting tenants and our workforce management system
  • Analyze trends and provide input on improving metrics including service levels, adherence, forecast vs actual variances and agent utilization

Communication & Partnership:

  • Participate and/or facilitate various meetings with internal and external stakeholders detailing previous, current and future performance, while also identifying risks and making recommendations
  • Partner with our Capacity Planning team to develop and administer shift realignments as necessary, to improve service levels and balance agent utilization
  • Craft various memos in order to communicate with a broad group of stakeholders and influence decision making

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Community / Marketing Title: WFM Scheduling Analyst

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Location_formattedLocationLong: Makati, National Capital Region PH