WFM Real-Time Analyst - Alabang

About the job WFM RTA (Alabang) | Onsite

Responsibilities:

Regularly performs volume and performance analysis and proactively communicate possible impacts to business

Supports management with all necessary reports and planning models to facilitate the process of decision making

Monitors actual activities and compare it to plan and make recommendations for immediate changes

Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers

Ensures that pre-planned activities are being scheduled in advance and communicated effectively

Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing

Requirements:

Candidate must possess at least a Bachelors/College Degree

1 year minimum experience in Workforce Management

Excellent skills in scheduling and real-time time management a must

Strong organizational skills to ensure critical timelines are met

Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized

Flexible and willing to work in shift schedules