Position Description:

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) & schedule management with the purpose of optimizing resources to achieve business objectives. 

Key functional responsibilities includes:

• ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations
• ability to create optimal schedules to meet business targets
• ability to agilitize skills profiles within CareConnect to support meeting Service Levels (SL%)

Duties & Responsibilities:

• Provide real-time monitoring via CareConnect (Amazon Connect) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service-level goals/business objectives
• Perform continual analysis of current performance (noting recent historical trends)
• Conduct real-time adjustments in staffing and coordinate with the Workforce Manager and Operations teams to achieve service-level goals/objectives
• Maintain constant communication with the Operations team to coordinate needed staffing adjustments based on current and forecasted results
• Generate and evaluate staffing schedules, and ensure data updates in the scheduling system
• Compares results to forecast and identify opportunities for improvement
• Create schedules that optimize the application of team members against inbound/outbound interaction volume (including volume, chat, and email)

Qualifications: 

• Graduate or has accomplished at least 2 years in college (College undergraduates, High School graduates, and career shifters are also welcome to apply as long as they have the required technical experience)
• At least 1 year of experience in workforce management
• Communicate clearly and concisely.
• Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment.
• Ability to work collaboratively in a team environment
• Prior experience with Microsoft Office (excel, word, and outlook) 
• With a strong internet connection
• Prior experience with workforce management and productivity monitoring tools/software is nice to have
• 1 Full-time position available (Philippine-based job)
• Legally allowed to work in the Philippines
• Amenable to work on a permanent night shift schedule
• With at least 40 Mbps wired-internet connection and a backup
• Remote but with the possibility of a hybrid work arrangement in the future