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

About Alorica Philippines

At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 50,000 employees in 73 locations across the globe. Intrigued? Learn more at www.alorica.com

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