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Workforce Analyst

Company Overview

Demand Science Team, Inc. is a captive BPO firm for Pure Incubation, and its subsidiary firms headquartered in MA, United States. This best-in-class Company serves a prestigious U.S. cliental such as leading technology and healthcare firms, offering topnotch database-centric services, including demand generation and data-oriented products.

Job Description:

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intraday) management with the purpose of optimizing resources to achieve business objectives.

Job Responsibilities:

  • Ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intraday) management to support multi-department contact center operations. 
  • Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
  • Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
  • Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
  • Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
  • Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
  • Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
  • Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
  • Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
  • Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
  • Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

Key Responsibilities:

  • Provide real-time monitoring via available tools and workforce management techniques to make intraday adjustments in an effort to maximize resource efficiency and achieve daily productivity target / business objectives.
  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve productivity goals / business objectives for a multi-site operation.
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Produces productivity report and analysis on a daily, weekly, monthly and annual basis for multi-site operation.
  • Provide daily/intraday performance reports to leadership.
  • Real – time monitoring of the team’s attendance, breaks and dial/email activities
  • Other related duties as assigned.

Experience:

  • Complete understanding of overall operational activities including phone and email
  • Must have a good working knowledge of Excel Macro or VBA and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
  • Minimum of two years of experience in performing Workforce Management Functions (specifically real-time management) in a multi-department/site contact center environment required.

Why work for and with us?

  • Experience direct mentoring from the industry experts who have proven track record in building highly skilled and highly collaborative team of technology professionals
  • Sharpen your skills and career growth as you render your direct contribution and involvement in the company
  • We have a fantastic business and work culture that encourages team effort, responsibilities and good relational values
  • We offer a competitive salary and benefits package to commensurate your skill set, experience and role in the company

“Our office is at the 18th floor of Makati Sky Plaza, Oledan Square, 6788 Ayala Avenue, Makati, NCR 1226, Ph. For interested applicants you may send your CVs to responsible recruiter or visit our careers website: https://lnkd.in/fcm-6pP”

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