Cebu CityPhilippine-based HR Solutions company Lennor Metier is in partnership with the world’s leading healthcare company to recruit for an accomplished Workforce Reports Analyst.
The position will be based in Cebu City, Philippines.
Job Summary
The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives.
Responsibilities
Gathers historical data.
Normalizes volume (remove anomalies) to ensure that instances are taken out that should not be incorporated in the forecast.
Creates and analyzes Capacity Plan and provides recommendations - Determines required HC based on forecasted volume or target hours determines to handle capacity. From the analysis, formulates recommendations based on the outcome.
Sets up lock meeting with Operations/Client - Discusses the capacity plan in detail. Gets confirmation on assumptions used. Provides recommendations and lock the plan created. Makes changes if needed based on the meeting with Operations/clients.
Tracks forecast to actual performance and use data/information to forecast for the next months to come to ensure realistic forecasts month over month.
Analyzes forecast to actual performance and recommends courses of action to take to improve the maximization of resources and ensuring that the program passes KPIs.
Ensure that the Three Cs Of Strategic Workforce Planning Are in place
Capability- Do we have the workforce skills/experience to achieve our business strategy?
Capacity- Do we have the required amounts of our needed capability and in the right locations
Cost- Are we effectively managing our workforce cost? Partners with Finance in ensuring the charge rates in the tool are update
Leads Workforce Planning Efforts, Through Close Collaboration with Other Business
Facilitate delivery of reliable reports by following established guidelines to analyze, test and modify data and escalate issues as required for further troubleshooting and issue resolution
Assist with ad-hoc reports and special projects by analyzing incoming requests, extracting data and communicating with key stakeholders to clarify information and ensure delivered reports align with business needs
Support operational excellence by utilizing relevant existing documentation and reports to capitalize on reusable data and promote streamlined data delivery
Understand the needs and goals of a customer and actively look for ways to meet them
Create and maintain current, accurate and readily accessible data in various formats e.g. work allocation tools, pivots, macros, automation
Utilize effective research and investigative techniques
Keep logs, records, and files up-to-date and readily accessible
Willingness to help and/or assist others
Migrate and adapt data from one system to another
Database manipulation techniques
Strong Business Intelligence/Reporting, technical and data management skills
Taking leadership on reporting development and project execution and participating in strategic initiatives
Qualifications
Preferably a Philippine registered Nurse or USRN
Minimum of 2-3 years’ working knowledge and technical understanding of Workforce or Resource management principles, concepts, and practices preferably within the call center, business process outsourcing or customer service industry
at least 2 years of data analytics experience required
Deep to Expert Knowledge in the following: - Microsoft Excel, MS Access, VBA, VB.Net, MS Word and MS PowerPoint
Excellent written and verbal communication skills, including face-to-face presentations
Experience in business writing (process documentation) and providing training based on your documentation.
Willing to work on the Graveyard shift
If you are a suitable match for this position, please send your CV to **********
