Workforce Analyst
- October 27th, 2008
- Posted in General Management, Management, Philippines Jobs, Senior Executive
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Workforce Analyst
- Provides scheduling support (determines the schedules required to meet service level goals, including but not limited to the scheduling of special events), intraday management, reporting and forecasting support to the Workforce Optimization Manager.
- Provide call volume forecasts and staffing requirements to Operations Management teams.
- Provide call pattern reports and analysis to Operations Management.
- Maintain an easily accessible historical database of call volumes, call patterns and other data as business dictates
- Maintains the workforce management computer system.
- Monitor intraday call volume and respond to unexpected changes in the call volume by adjusting resources to meet business needs.
- Maintain and analyze reports related to call volume, handle times and off phone activity for multiple queues to project Call Volumes, Average Handle Times and other off phone activities
- Maintain and analyze call center trends including call volumes, call patterns, staff productivity, and attrition rates to ensure service needs are met.
- Create, review and revise schedules for each queue to achieve service level goals and maintain equal occupancy between queues while still keeping them manageable.
- Provide reports on a daily/weekly/monthly basis to ensure call center leadership has the information necessary to make the appropriate business decisions around staffing, training, agent performance, etc.
REQUIREMENTS
- Candidate must possess at least a Bachelor’s/College Degree in any field.
- Required skill(s): Workforce Scheduling, Excel.
- Preferred skill(s): Handling workforce management software.
– At least 2 year(s) of working experience in the related field is required for this position.
- Applicants must be willing to work in Quezon City.
- Applicants should be Filipino citizens or hold relevant residence status.
- Preferably 1-4 Yrs Experienced Employees.
- Full-Time positions available.
Visit us at http://www.trendmicro.com or email us at: careers@trendmicro.com.ph
Tags: Job in Manila, Manila Job, Senior Executive, Work in Manila, Workforce Analyst.N.B. Please mention FindAsianJobs.com in your application letter. Thank You.
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