13 February 2019
Workforce Real Time Analyst

Overview:

This is an exciting opportunity to work with a people centric, customer focused business. Beepo is a fast-growing BPO in Clark, Pampanga with an Employee Satisfaction rate of over 95%.

Duties and Responsibilities:
  • Maintain and evolve the workforce planning fundamentals.
  • Work closely with the Manager and Frontline Leaders to ensure processes are optimal.
  • Assist in IVR enhancements where required.
  • Execute and take full responsibility for Real Time processes.
  • Manage forecasting.
  • Assist in budgetary processes for headcount.
  • Deliver ongoing real time budget forecasts for call volumes and staff headcount.
  • Assist Operational leaders and Improvement leads in collating data to drive improvement work.
  • IVR management (banners, routing changes, etc.)
  • Customer contact forecasting and resource dimensioning
  • Develop a medium to long term workload forecast for the Operation team.
  • Create and administer forecasting and resourcing processes.
  • Gather historical data.
  • Apply statistical analysis to predict future demands.
  • Deliver accurate reporting and forecasts.
  • Deliver clear budget of operational requirements 6 and 12 months out.
  • Operational resourcing and planning.
  • Ensure accurate staffing and scheduling to ensure the forecast workload is matched with staffing at all times to maintain a positive and consistent customer experience.
  • Work with the Operations team to maximise resource efficiently to achieve service level goals/ business objectives.
  • Administer and evolve forecast, planning and scheduling functions using the appropriate methods of technologies.
  • Analyse service performance on efficiency / occupancy, and quality as well as make recommendations regarding the trends.
  • Roster management and adherence.
  • Update of X leads on trends in individual performance that need addressing.
  • Resources capability to deliver set service standards.
    • Agree and perform based on the following KPIs:
      • Queue Times
      • Schedule Adherence
      • CX Measures
      • Adherence
      • Total FTE
  • Real Time Management
  • Provide real-time view of forecasted and actual customer contact volumes, handle times and otherdata performance indicators. Re-forecasting where appropriate to achieve service level goals by working with the Operations team to adjust staffing plans and rosters.
  • Queue management through resource and technology use.
  • Improvement suggestions to Operations Manager.
  • Develop a rapid awareness of risks and issues to report to the Operations Manager.
  • Feeding data for coaching conversations to CX Operational Leaders.
  • IVE Management
  • Use of banners and routing to manage service levels.
Qualifications and Essential Skills
  • 3 to 5 years Scheduling experience
  • Real Time scheduling experience
  • Experience in Workforce Management planning, forecasting and reporting
  • Experience in data analysis and planning
  • Excellent English communications skills both written and verbal
  • High proficiency in Microsoft Excel - advanced skills
  • Excellent Analytical Skills
  • Great Organisational Skills
  • Keen attention to detail
  • Ability to manage multiple tasks
  • Self-motivated
  • Tech-savvy
  • Must be willing to work in Clark, Pampanga