Deskripsi Pekerjaan
Are you a data-driven professional with a passion for optimizing operational efficiency and enhancing customer satisfaction? Ubiquity is on the lookout for a strategic and analytical Workforce Forecasting and Capacity Planning Analyst to join our thriving team in Manila. This is your opportunity to take a pivotal role in our Workforce Management (WFM) division, where you will directly influence our operational strategy and service delivery excellence.
In this critical role, you will be the central hub of our staffing strategy. You will analyze complex datasets, identify historical trends, and build sophisticated forecasting models that accurately predict contact volumes, handle times, and staffing requirements. Your work will empower management to make informed decisions regarding hiring, scheduling, and budgeting, ensuring we consistently meet our Service Level Agreements (SLAs) while optimizing operational costs. You will collaborate closely with Operations, Human Resources, and Finance teams to develop effective capacity plans that balance service level goals with cost efficiency. Additionally, you will provide strategic insights through variance analysis, helping the organization adapt to real-time changes in the business environment.
We are looking for an individual who thrives on solving complex puzzles and translating raw data into actionable strategies. If you have a solid background in BPO workforce management, advanced proficiency in Excel and WFM tools (like NICE IEX or Verint), and a keen eye for detail, this is the perfect platform to elevate your career. At Ubiquity, we pride ourselves on fostering a culture of innovation, inclusivity, and continuous learning. We offer competitive compensation packages, comprehensive benefits, and clear career progression paths.
Do not just take our word for it—apply today and start your journey with Ubiquity! Shape the future of customer experience with us.
Tanggung Jawab
- Develop and maintain comprehensive short-term and long-term forecasting models to predict contact volumes, handle times, and staffing requirements.
- Conduct deep-dive analyses of historical data and trends to identify patterns and improve forecast accuracy.
- Collaborate with Operations, HR, and Recruitment teams to create effective capacity plans that balance service level goals with cost efficiency.
- Create and manage staffing schedules, shift bids, and holiday planning to optimize resource utilization.
- Monitor real-time adherence and performance against forecasts, providing variance analysis and actionable insights to management.
- Prepare and deliver regular reports and presentations on workforce performance metrics, including shrinkage, occupancy, and service level attainment.
- Assist in the development of annual operating budgets and rolling forecasts related to labor expenses and headcount.
- Continuously evaluate and improve forecasting methodologies and WFM tools to drive operational excellence.
Kualifikasi
- Bachelor’s degree in Mathematics, Statistics, Economics, Business Administration, or a related analytical field.
- Minimum of 2-3 years of experience in Workforce Management, with a specific focus on Forecasting and Capacity Planning in a BPO or contact center environment.
- Advanced proficiency in Microsoft Excel (e.g., VLOOKUP, Pivot Tables, complex formulas) is mandatory.
- Experience with workforce management software (e.g., NICE IEX, Verint, Aspect, Calabrio) is highly preferred.
- Strong analytical, critical thinking, and problem-solving abilities.
- Excellent verbal and written communication skills, with the ability to present complex data clearly to stakeholders.
- Proven ability to work effectively in a fast-paced, high-volume environment and manage multiple priorities.
- Deep understanding of BPO contact center KPIs (Service Level, ASA, AHT, Occupancy, Abandon Rate).