Deskripsi Pekerjaan
Are you a data-driven professional with a passion for optimizing operational performance? Alorica is seeking a highly analytical Workforce Analyst to join our dynamic team in Muntinlupa City. In this pivotal role, you will act as the bridge between operational strategy and real-time execution, ensuring that our staffing levels perfectly align with client business needs.
You will be responsible for maintaining our Workforce Management (WFM) systems, analyzing complex data sets, and providing actionable insights to operations leadership. The ideal candidate is an expert in forecasting, scheduling, and capacity planning, with a keen eye for detail and the ability to thrive in a fast-paced BPO environment.
Join a global leader where your analytical prowess directly impacts customer satisfaction and operational efficiency. If you are ready to elevate your career in Workforce Management, we want to hear from you.
Tanggung Jawab
- Develop and manage accurate short-term and long-term call volume forecasts.
- Collaborate with Operations and cross-functional stakeholders to align workforce plans with business objectives.
- Maintain and configure WFM systems (e.g., IEX, NICE, Aspect) to ensure data integrity.
- Monitor real-time service levels and initiate recovery actions during performance variances.
- Generate comprehensive daily, weekly, and monthly performance reports for management review.
- Identify staffing gaps and recommend creative solutions to optimize resource utilization.
- Conduct variance analysis to explain performance trends and implement continuous process improvements.
Kualifikasi
- Bachelor’s degree in Mathematics, Statistics, Business Administration, or a related field.
- Minimum of 2-3 years of experience in Workforce Management within a BPO/Call Center environment.
- Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros).
- Strong knowledge of WFM software platforms (NICE, IEX, Teleopti, or similar).
- Exceptional analytical, problem-solving, and communication skills.
- Ability to interpret complex data and present findings to stakeholders at all levels.
- Proven ability to work independently and manage multiple priorities in a high-pressure environment.