Premier BPO is looking for a Full-time dedicated WFM Analyst in Eastwood, Quezon City. (Start ASAP)
We are seeking a highly skilled and detail-oriented WFM Analyst to join our team. As a WFM Analyst, you will be responsible for capacity planning, resource utilization, scheduling, and forecasting to ensure efficient and effective operations in our BPO company. You will work closely with various teams to optimize resource allocation and support the achievement of service level objectives.
Responsibilities:
- Perform accurate capacity planning and forecasting to ensure appropriate staffing levels are maintained to meet client requirements and service level agreements (SLAs).
- Analyze historical data, call volume patterns, and other relevant metrics to develop accurate and timely forecasts.
- Collaborate with operations teams to create optimized work schedules, considering factors such as employee availability, skill sets, call volume patterns, and business needs.
- Monitor real-time adherence to schedules, identifying and addressing any deviations or gaps in staffing.
- Conduct ongoing analysis of key performance indicators (KPIs) related to resource utilization, service level achievement, and workforce productivity.
- Identify opportunities for process improvement and efficiency enhancements in workforce management practices.
- Generate regular reports and provide insights to management regarding resource utilization, forecasting accuracy, and scheduling efficiency.
- Collaborate with HR and recruitment teams to ensure timely onboarding and training of new hires, aligning with forecasted resource requirements.
- Stay up-to-date with industry best practices, trends, and advancements in WFM technology and methodologies.
Requirements:
- Bachelor's degree in a relevant field (e.g., Business Administration, Operations Management) or equivalent experience.
- Proven work experience as a WFM Analyst or in a similar role within the BPO industry.
- Strong understanding of capacity planning, forecasting, scheduling, and utilization concepts in a contact center environment.
- Proficiency in WFM software/tools (e.g., Aspect, Verint, Genesys) and MS Excel.
- Excellent analytical skills with the ability to interpret data and provide actionable insights.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Effective communication and interpersonal skills to collaborate with cross-functional teams and stakeholders.
- Ability to adapt to changing business needs and work in a fast-paced environment.
- Knowledge of industry-specific regulations and compliance standards (e.g., PCI-DSS, GDPR) is a plus.
If you have a passion for workforce management, possess strong analytical abilities, and enjoy optimizing resources for maximum efficiency, we encourage you to apply for this exciting opportunity.
Job Type: Full-time
Salary: Up to Php50,000.00 per month
Benefits:
- Company Christmas gift
- Health insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
- Work from home
Schedule:
- Night shift
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Eastwood City: Reliably commute or planning to relocate before starting work (Required)
