Sr Workforce Analyst (Capacity Planning & Forecasting)

Alorica - Centris

Alorica Philippines

South Tower, Three Cyberpod Centris, Eton Centris, EDSA cor. Quezon Avenue, Diliman District, Quezon City, Philippines, 1101

10 Openings

> 5 yr


Basic Salary : 57000/Month

Total Guaranteed Allowance : Confidential

Job Pitch

Share your expertise with Alorica! Check out our non-agent openings and be part of our insanely great team! - Team Manager - Learning & Development Trainer - Sr Workforce Analyst (Capacity Planning & Forecasting) - Speech Business Analytics Analyst - HR Generalist - Instructional Design Specialist II (Graphic Designer) - Programmer Analyst – Centralized Reporting & Analytics - Programmer Analyst II – Centralized Reporting & Analytics - Sr Programmer Analyst – Centralized Reporting & Analytics - IT Application Development Programmer Analyst II Apply now and wait for our call within 48-72 hours. Stay safe and see you soon, future Aloricans!

Job Description

Sr Workforce Analyst (Capacity Planning & Forecasting) 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. 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. QUALIFICATIONS AND REQUIREMENTS: 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.

Skill Required

  • Creative Thinker
  • Problem Solving Skills
  • Analytical Skills
  • Calm Under Pressure
  • Open to Flexible Schedules
  • Attention to Detail
  • Empathetic to Customers
  • Positive Attitude
  • Strong Communication Skills

Qualification Required

  • College Graduate

Work Shift/Schedule

  • Night

  • Holidays