Deskripsi Pekerjaan
Are you a data-driven professional with a passion for optimizing workforce efficiency? ResultsCX is looking for a detail-oriented WFM Resource Planning Analyst to join our dynamic team in the Philippines. In this pivotal role, you will act as the backbone of our operational excellence, providing strategic vision and leadership in workforce management.
You will be responsible for creating accurate forecasts, managing complex scheduling requirements, and ensuring our contact center operations remain agile and highly productive. The ideal candidate will bridge the gap between data insights and actionable operational strategy, helping our organization deliver world-class service to our clients. If you have a strong analytical mindset and experience in WFM tools, we want to hear from you.
Tanggung Jawab
- Develop and maintain accurate long-term, short-term, and intra-day contact volume forecasts.
- Collaborate with operations teams to optimize staff scheduling and ensure service level targets are met.
- Analyze historical data and performance trends to identify opportunities for efficiency and cost reduction.
- Proactively communicate staffing risks and provide data-backed recommendations to stakeholders.
- Manage real-time adherence and make dynamic adjustments to workforce allocation as needed.
- Maintain WFM software integrity and ensure data accuracy across all reporting systems.
- Partner with leadership to drive continuous improvement in center-wide productivity metrics.
Kualifikasi
- Bachelor’s degree in Mathematics, Statistics, Business, or a related field.
- Minimum of 2-3 years of experience in a WFM Resource Planning or Analyst role within a BPO/Contact Center environment.
- Proficiency in WFM industry-standard software (e.g., IEX, Aspect, Verint, or Genesys).
- Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros) and data visualization tools.
- Strong analytical, problem-solving, and critical thinking skills.
- Excellent communication skills with the ability to translate complex data into business insights.
- Ability to work effectively in a fast-paced, shifting environment with minimal supervision.