Job Title: Workforce Management Real-time Analyst

Skills: Data Collection, Management & Analysis

Experience: 2 - 4 years

Location: Muntinlupa, Philippines

We at Coforge are hiring Workforce Management Real-time Analyst with the following skillset:

Overall work experience of 2-4 years in Workforce Management/Reporting and Analytics/MIS in a BPO setting or similar.
Strong understanding of data collection, management and analysis.
Experience and familiarity with call center operational/business metrics.
Experience in simultaneously leading in-center and virtual teams supporting multiple LOBs.
Microsoft Excel expert.
Proficiency in MS Office Applications.
Visual design experience (web pages, dashboards, presentations).
Ability to work with minimum supervision.
A high level of analytical and technical skills required to interpret and analyze system data.
Professional verbal and written communication skills.
Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
Ability to persuasively communicate ideas to other area managers and senior management.
Ability to meet deadlines and complete task with minimal supervision.
Strong problem-solving skills and ability to multi-task.
Uses the Workforce Management system and ACD reporting tools to analyze intra-day/daily service level performance as it relates to forecast accuracy of call volume, AHT, staffing, etc. and recommends/initiates real-time corrective actions (i.e. cancellation/increase of off-line time, management of Overtime hours needed, break/lunch moves, etc. to ensure Service Level success.
Administration of the Workforce Management and ACD systems including agent schedules, skills, priorities, set-up and maintenance of groups, dictionary, etc.
Real-time management of exceptions, schedule/skill changes to ensure optimal service levels.
Short-term planning & schedule management to ensure optimal utilization of call center resources including week-to-week vacation management, shift coverage/swaps, optimization of breaks, lunches, training and all off-line time.
Facilitation/administration of weekly planning process & meetings including prioritization and approval of all off-line activities in the call center (planned/actual shrinkage,) creation of weekly planning reports, etc.
Participation/Facilitation of daily leadership team huddles to review service results and revision of the daily recovery/success strategy.
Partners with Call Center Operations Managers, Supervisors and staff to ensure their understanding and management of Service Level objectives and processes through presentations/training classes.
Ensures that all short-term reporting is accurate and completed in a timely manner.
Performs other duties as assigned.

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