Scheduling And Forecasting Analyst (Wfm)/ Workforce Analyst (Sykes - G1)

RESPONSIBILITIES
Analyze historical and actual call arrival pattern for all transaction types in order to drive effective and efficient resource strategy decisions and recommendations to operations and clients.
Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.
Develops reports on locked volume forecasts and reports the same to the account’s leadership team for planning and staffing recommendations
Analyzes forecast trends, AHT, attrition, scheduling scenarios, and sets staffing tolerances per time interval

QUALIFICATIONS
At least 2 years of experience in workforce planning, scheduling and forecasting in a BPO setting
Knowledgable in WFM tools (Aspect eWFM, IEX)
Preferably a graduate of BS Mathematics
Good oral and written communication skills
Excellent analytical skills
Willing to work in Makati

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