Deskripsi Pekerjaan
Are you an analytical powerhouse with a passion for operational excellence? Stark Asia Solutions Inc. is looking for a seasoned Sr. Analyst, Workforce Management (WFM) to join our high-performing team in Quezon City. In this pivotal role, you will be the architect behind our service levels, driving optimization through data-driven insights and strategic capacity planning.
We are seeking a professional who excels in balancing the complex needs of a dynamic contact center environment. You will be responsible for forecasting call volumes, managing intricate scheduling frameworks, and collaborating with leadership to enhance overall efficiency. If you are a problem-solver who thrives in a fast-paced environment and appreciates a work-life balance that includes weekends off, we want to hear from you.
At Stark Asia Solutions, we value innovation and accuracy. You will have the opportunity to implement best-in-class WFM practices that directly impact our service delivery and client satisfaction. Join us and elevate your career in a supportive, growth-oriented culture.
Tanggung Jawab
- Develop and manage accurate short-term and long-term call volume forecasts to ensure optimal staffing levels.
- Execute real-time monitoring of service levels and operational KPIs, taking swift corrective actions when necessary.
- Design and maintain complex staff schedules, including shift bidding, leave management, and shrinkage tracking.
- Collaborate with department heads to identify capacity gaps and propose actionable solutions to enhance operational efficiency.
- Conduct deep-dive analysis on performance trends, providing actionable reporting to the management team.
- Maintain and update WFM software configurations to reflect changing business requirements.
- Ensure compliance with all internal attendance and performance policies through meticulous data oversight.
Kualifikasi
- Minimum of 3-5 years of experience in Workforce Management (WFM) within a BPO or contact center environment.
- Advanced proficiency in WFM software (e.g., NICE IEX, Aspect, Genesys, or Verint) and Excel (VBA/Macros is a plus).
- Strong analytical mindset with the ability to interpret large datasets and translate them into operational strategy.
- Deep understanding of Erlang C and other standard call center mathematical forecasting models.
- Proven track record in capacity planning and managing shrinkage and occupancy metrics.
- Excellent communication skills with the ability to influence stakeholders at various levels.
- Bachelor's degree in Mathematics, Statistics, Business Administration, or a related field preferred.