Deskripsi Pekerjaan
Are you a data-driven professional with a passion for optimizing operational efficiency? Ubiquity is seeking a highly analytical Workforce Forecasting and Capacity Planning Analyst to join our growing team in Bacolod City. In this pivotal role, you will act as the heartbeat of our operations, ensuring that we have the right people in the right place at the right time to deliver exceptional customer service.
As an Analyst, you will leverage historical data, seasonal trends, and business intelligence to build accurate volume forecasts. You won't just be looking at numbers; you will be solving complex logistical puzzles that directly impact our client success and employee experience. If you are a master of Excel, thrive in a fast-paced BPO environment, and possess a proactive mindset, we want to hear from you.
Join Ubiquity, a company that values innovation, career growth, and a supportive culture. Start your journey with us today and help shape the future of our workforce management strategies.
Tanggung Jawab
- Develop and maintain accurate long-term and short-term volume forecasts for multiple lines of business.
- Analyze historical call/transaction arrival patterns to identify trends, seasonality, and growth drivers.
- Collaborate with Operations and Account Management teams to align staffing capacity with service level agreements (SLAs).
- Perform complex 'what-if' scenario modeling to support strategic business decisions and recruitment planning.
- Monitor real-time performance and identify variances between forecast and actual performance.
- Maintain WFM databases and ensure integrity of reporting tools and documentation.
- Provide actionable insights and recommendations to leadership regarding staffing adjustments and efficiency improvements.
Kualifikasi
- Bachelor’s degree in Mathematics, Statistics, Engineering, Finance, or a related field.
- Minimum of 2-3 years of experience in Workforce Management (WFM) or Capacity Planning within a BPO/Contact Center environment.
- Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros, and complex data modeling).
- Strong analytical mindset with the ability to interpret large datasets and translate them into business strategy.
- Experience with industry-standard WFM software (e.g., NICE, IEX, Verint, or Aspect).
- Excellent communication skills with the ability to present data-driven reports to senior stakeholders.
- Ability to work under pressure and handle multiple priorities in a fast-paced, ever-changing environment.