Senior Analyst - Workforce Management, Manila

Senior Analyst - Workforce Management, Manila

Location: Manila, Philippines

Job type: Full-time

Job Description

The Senior Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. The role requires strong understanding of planning/forecasting staffing requirements, creation of optimal schedules, and real-time management to support multi-department contact center operations. This position requires some evening and weekend availability as business needs arise.

Qualifications and Skills

• Customer Focus – demonstrate competency in dealing with all levels of stakeholders and building strong relationships with teams/partners and all organizational customers.
• Functional/Technical Skills – possess strong quantitative, analytical a...