Workforce Management | Senior Workforce Analyst (Capacity Planning & Forecasting)

Workforce Management | Senior Workforce Analyst (Capacity Planning & Forecasting)

Alorica Teleservices Inc
1-3 years
45000 - 55000 PHP

Job Description

Capacity Planning - Responsible for senior level monitoring real-time call volume of inbound/outbound call traffic. Forecast the call volume, schedule staff and monitor real-time activity to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates and active rates.
• Partners with operational leadership to ensure service levels are met
• Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status
• Monitors break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure proper staffing levels and adherence
• Documents system or telephone problems identified by team members; provide follow up to ensure problem is resolved
• Conduct analysis and recommend solutions to real-time performance issues
• Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met
Forecasting - The Forecasting Analyst is responsible for all aspects of trending, forecasting, planning, and reporting of contact volume and handle times. This includes preparing accurate and timely short-term (defined as 12 weeks or less) or long-term (defined as 12-18 months) predictions of Volume and Staffing.
• Maintain and analyze historical trend data within Forecasting and Scheduling tool/software for all specified departments and centers. This includes maintaining accurate seasonal factors and holiday factors on a department-specific basis.
• Provide workforce management/scheduling and reporting teams with contact volume, handle times, and staffing projections on a weekly, daily, and intra-day basis.
• Prepare department-specific weekly reports and analysis comparing actual performance to the forecast and provide recommendations for improving the accuracy of future forecasts.
• Develop rolling 90 day forecasts for call volume and handle times for all specified departments.
• Participation in conference calls, both internally with the senior management team, as well as with the client.
• Partner with schedulers to ensure appropriate staffing levels are met.
• Participate in special projects as needed and perform other duties as assigned.


Education: High School Diploma or GED; and college level mathematics helpful

Experience: Minimum of 2 years of call center experience. At least 2 years of workforce management experience (preferably forecasting & capacity planning) in a multi-site, multi-channel contact center that utilized workforce management software; Knowledge of contact center solutions preferred. (eWFM, IEX, Aspect, Blue Pumpkin, Avaya, CMS Supervisor, Kana, Kronos)

Skills, Knowledge, & Abilities: Proficiency with Microsoft Office (Excel, Word, PowerPoint) and Access; excellent written and verbal communication skills; understanding of arithmetic formulas; knowledge of IEX Total View Scheduling software a must, preferred experience using the BU/Multisite feature.

Alorica Philippines is a leading provider of Business Process Outsourcing solutions that span the entire customer lifecycle.

Here's the deal - we think serving clients is awesome. And that's why, when it comes down to it, we really only do one thing - we make lives better... one interaction at a time.

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