Workforce Analyst

The Workforce Analyst is responsible for providing the right number of skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality. This position is responsible for assessing the overall performance of the departments and providing recommendations to improve the quality of service and increase efficiency. The Workforce Analyst is responsible for the preparation of the staffing plans, analyzing the current plan and reforecast as necessary, tracking of cost center expenses making recommendations for cost savings. This position is also responsible for developing workforce processes and implementing the Disaster Recovery Plan when necessary Develops hiring plans and makes recommendations to the Operations Manager on staffing needs.
Forecasts and schedules for operations
Provides daily, weekly, and monthly analysis on Key Performance Indicators.
Forecasts call volume and average call handling time long range (12 months), short range (13 weeks), daily and intra-day in order to achieve service level and quality.
Responsible for meeting monthly service objectives.
Develops and delivers training on the workforce process.
Responsible for Monitoring queue in real-time for adherence and compliance of representatives.
Update trackers and compute for the Stack Rank incentives of operations.
Develops Disaster Recovery schedules and processes.
Coordinates and completes time studies in the field on a frequent basis.

Date: 3 December 2009
City/Town: Muntinlupa
Location: Manila
Wage/Salary: 20k – Negotiable
Start: Dec 2009
Duration: Feb 2010
Type: Full Time
How to apply: Email ,Phone ,Walk -In or Fax
Company: NextFocus Inc.
Contact: Janesse Mendoza
Phone: 02-7723223
Fax: 02-7723224
Email: janesse.mendoza@airnex.com