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Workforce Analyst
Workforce Analyst
Workforce Analyst
Date Posted:
2010-07-27
Call Center Company: Stellar Global Solutions Philippines
Description:
Stellar Global Solutions Philippines is looking for individuals who are qualified for the position of Workforce Analyst.
Successfuly applicants for Workforce Analyst will have a great career in Stellar Global Solutions Philippines.
RESPONSIBILITIES:
Execute workforce management functions such as forecasting, staffing and scheduling, real-time queue management, data and trend analysis
Generate interval reports from an ACD system that shows statistical data on agent efficiency and productivity
Monitor schedule adherence and attendance vis-à-vis approved schedules
Coordinate and collaborate with the operations management team to ensure that service targets are met
Formulate and implement, via the operations management team, immediate action plans to address short-staffing
REQUIREMENTS:
Candidate must possess at least a Bachelor's/College Degree in any field.
Required skill(s): Excel, eWFM/ACD, TCS.
Required language(s): English
At least one (1) to two (2) years of working experience in the WFM.
Applicants must be willing to work in Cubao, Quezon City.
Applicants should be Filipino citizens or hold relevant residence status.
Proficient in the use and operations of Microsoft Excel
At least six (6) months experience using any workforce management or ACD application/system
At least six (6) months experience using scheduling application/tool
Ability to perform basic mathematical and statistical operations using MS Excel (like correlation, standard deviation, etc.)
Good grasp of the English language- enough to be able to communicate data accurately and concisely and to be able to write a short interpretation of reports
Call Center Directory advises to all job seekers to apply as walk-in applicant for Workforce Analyst job opening of Stellar Global Solutions Philippines.
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