Workforce Sr. Analyst / Workforce Analyst

  • LocationMetro Manila North, Philippines
  • Job typeFull time

Get ready for our awesome non-agent openings at Alorica Philippines!

Workforce Sr. Analyst / Workforce Analyst

Responsible for senior level monitoring real-time call volume of inbound/outbound call traffic. Forecast the call volume,schedule staff and monitor real-time activity to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates and active rates.

• Partners with operational leadership to ensure service levels are met

• Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status

• Monitors break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure

proper staffing levels and adherence

• Documents system or telephone problems identified by team members; provide follow-up to ensure problem is resolved

• Conduct analysis and recommend solutions to real-time performance issues

• Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met

• Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range

forecasts consisting of required staffing levels to ensure service goals are met

• Prepare daily/weekly/monthly and ad hoc reports and distribute to management

• Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue

resolution.

OTHER RELATED DUTIES

• Escalates any larger system and/or telephone problems to both operational leadership and client management

• Provide senior level assistance to Team Manager with revisions of work schedules

• Provide senior level assistance to Team Manager in reviewing agent requests for time off such as vacation and personal

days

• Other duties as assigned to include various ad hoc reporting requests

• Looks for and reports on trends for all related KPI’s. i.e. Occupancy, Service Level, AHT and Absenteeism

• Evaluates opportunities for down-staff / over time and communicates recommendations accordingly

Disclaimer

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