Analyst, WFM for Ayala North Exchange

The Resource and Capacity Planning will ensure that resources are managed efficiently and effectively to optimize use of workforce to achieve performance targets (Contact Management) Targets and their own schedule fit targets) and minimize overtime spend.

• Amenable in Ayala North Exchange
• 100% Onsite

Key Responsibilities

• Analyze staffing/volume trends and operational performance dashboards.
• Develop short-, medium- and long-term staffing plans for assigned business in an accurate and timely manner.
• Collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company's commitment towards quality.
• Prepare financial forecasts based on inputs from various sources and historical trends.
• Create and maintain financial reports for business stakeholders.
• Review the current processes of scheduling and staf...