Workforce Analyst / Real Time Coordinator

Workforce Analyst / Real Time Coordinator
(National Capital Reg – Quezon City)

Responsibilities:
Responsible for managing a staffing plan to ensure the call center is appropriately staffed. Developing employee schedules for shifts and rotations. Reporting staffing needs and performance. Monitoring intra-day work volume (calls and work time). Ensures client/customer goals are met by analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels. Allocates new staffing requirements to the business units and monitors continuously to ensure that goals are being met. Will provide direction on staffing adjustments and will also interface with Team Leaders, and Operations Managers, as appropriate.

Requirements:
• Must have finished at least 2 years in college or equivalent
• 1-2 years workforce management experience (scheduling employees and establishing staffing needs)
• Strong written and oral communication skills
• Experience in conducting real-time analysis of all metrics for multiple Lines of Business – Forecast Variances, Service level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
• Skilled in ensuring all required data is tracked and trended on a continuous basis

Aditya Birla Minacs Phils Inc (formerly Transworks BPO)
10/F Eastwood 1800 Building Eastwood City, Libis, Quezon City Quezon City 1600

http://www.minacs.adityabirla.com