• Workforce Management Analyst

    Location PH-Fort Bonifacio, Taguig
    Job ID
    # Positions
    Category (Candidate Search)
    Position Type
    Business Group
  • Overview

    As part of a 24x7 Service Desk, selected candidates shall perform the activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of end-user concerns while ensuring service levels and objectives are met.


    Forecasting and Scheduling


    Monitor inbound phone queue trends and make staffing coverage recommendations based on data.

    Assist in development and maintenance of short and long-term forecasting and capacity plans to ensure sufficient staff and facilities are available during peak volume periods.

    Work with managers in coordinating changes to scheduling; to ensure adequate daily resource coverage that includes training sessions, team meetings, schedule swap and holidays.




    Preparing regular reports on SLA status, phone queue coverage, average response time and average handle time.

    Document and report on schedule adherence.

    Prepares intraday reports on staff attendance.





    Monitor phone and online queues to ensure SLAs are maintained.

    Monitor Support Representatives lunches, breaks, ready and idle times, to ensure they adhere to a defined schedule.

    Coordinating assignment of system down priority tickets.

    Coordinating resources with teams across geographical boundaries to ensure SLA targets are met.

    Monitor Support Representatives for long handle times and inform management real-time

    Performs any other related duties as required or assigned. 


    3-5 Years’ experience in Workforce Management, preferably in contact centers with at least 50 employees.

    Experience working with SLAs.

    Intermediate to Advance Microsoft Excel skills is required.

    Experience with ServiceCloud or similar ticketing system.

    Experience with supporting high priority tickets.

    Experience working in a customer service role desired.

    Strong interpersonal and presentation skills.

    Demonstrated strong analytical skills.

    Ability to adapt and prioritize work independently in a dynamic environment.

    Ability in problem solving, judgment, critical thinking and decision making.

    Ability to organize information, have attention to detail with an emphasis on timeliness.

    Ability to effectively communicate verbally and in writing with co-workers and management team.

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