Workforce Analyst

Salary undisclosed

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Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
Understand all aspects of staffing and capacity management for all sites directly responsible
Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels
Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
Make recommendations to implement improved processes
Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives
Knowledge, understanding, and compliance with company policies and procedures
Accountable for all decisions, actions, and directives made to his/her team
Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
Follow up in a timely manner to ensure customer satisfaction
Provide feedback to management concerning possible problems or areas of improvement
Perform other duties as assigned by management
Experience:
2-3 years experience in capacity planning, client interaction, forecasting, workforce analyst
Telco experience in a BPO industry is required
Good communication skills
Amenable to work full time ( Ortigas, Pasig )