The Workforce Analyst is responsible for the smooth operational performance of areas supporting call centres, telephony and back office functions. The role will produce contact volume and workload forecasts, as well as reporting across operational performance data.
The role is also directly responsible for the delivery of efficiency and effectiveness programs with a key focus on real-time management of contact centres both inbound and outbound.
Responsibilities
Operating as a key member of the Service team, the role will be responsible for:
Forecasting and simulation of call data including Call Pattern Integrity, AHT Pattern Integrity and Shrinkage Management
Create and distribute forecasts to ensure the most effective schedules are generated across a multi-site network to meet the workload requirements of the contact centres and back office.
Liaise with contact centre managers on a daily basis (where required with suggestions and recommendations on achieving greater productivity/quality within the business unit.
Balance resources and leverage opportunities for improvement to ensure consistency of operations, processes, people and performance across the business.
Establish, prepare and build all reporting requirements ensuring key elements related to forecasting, planning, scheduling, measure; control reporting are accurately reflected.
Communicate and implement Group wide initiatives ensuring all information distributed is up to date and readily accessible e.g. people engagement action plan.
Support the Operations Manager to keep unit costs within budget
Qualifications
The key competencies that are critical for the role are:
At least 1 - 2 years of related work experience in an enterprise BPO/contact centre environment
Demonstrated ability to analyse multiple data sources for insights and operational triggers.
Deep understanding of operational metrics and performance monitoring.
Strong relationship management skills and the ability to collaborate with internal and external stakeholders.
An unrelenting commitment to deliver outstanding service with external and internal customers and to drive cultural change required to deliver the Group’s vision.
Capacity to work in a busy, commercial, competitive environment.
Ability to meet objectives and targets.
Excellent interpersonal skills.
Well-versed in creating and translating raw data into useful/informative reports
Proficient in using MS Office with an advance understanding of MS Excel including formulas/functions, Pivot Table, VLook Up, and VB/Macro, SQL Database
Strong experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
Must have demonstrated ability to analyse multiple data sources for insights and operational triggers
Has a deep understanding of operational metrics and performance monitoring
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
