Alabang | Analyst: Workforce Forecasting/Planning

Position Summary

The Workforce Scheduling and Forecasting Specialist is key to the success of the business unit. This is a workforce management position responsible for analyzing and validating forecasted volume and building staffing/scheduling plans to incorporate and/or meet business unit plans, productivity and service objectives. This is a specialized workforce management role, reporting to the Workforce Manager. The specialist develops queue and overhead forecasts for long and short term planning. The specialist will evaluate report outputs to determine contact center trends, contact volumes, contact patterns, staff productivity, attrition rates and resource allocation for business units, in a highly complex enterprise networked environment. By analyzing trends, as well as client and operations management forecasts and plans, the specialist then builds actual employee schedules to match forecasted work volume and posts schedules in a timely fashion. Analysis of for...