Workforce Analyst


Job Description:

Under the limited supervision, the Workforce Analyst analyzes real-time call volume patterns

and various agents phones states using a Call Center Management System, and makes

necessary skill changes to ensure calls are answered according to established service levels

goals. The Workforce Analyst will effectively use a combination of workforce scheduling

software and real-time queue management software to achieve service level goals.


 Job Duties:

- Re-Forecast interval and daily transaction volumes (inbound/outbound), handle times and

other production metrics by group and report on actual vs. forecasted volumes (phone,

web, e-mail, fax, white mail)

- Responsible for analyzing and administering schedule optimizations for the call center;

including time off request, over time etc.

- Approve and administer real time exceptions

- Tracking, monitoring and reporting of system down time and processes across the BU’s

- Collaborate with Command Center managers to understand/improve the accuracy of the

data provided

- Collaborate with CSP and Command Center management on initiatives to improve service

and transaction handling efficiencies

- Update and maintain office policies and procedures

- Ability to manage multiple activities at one time in a high-pressure environment

- Support initiatives and call center management with simulations and modeling



- 4-year degree or equivalent experience

- 3+ years of previous experience working in Real-Time Adherence required

- Working knowledge of industry standard call center technology (ACD, IVR, Network

Features), reporting automation applications

- Thorough knowledge of IEX Total View (centralized, multimedia, multi-site)

- Comprehensive understanding of call center metrics

- Must be familiar with the following tools: Windows NT, Word, Access, and PowerPoint, MS

Project, Excel, (including knowledge of Macros), and Avaya CMS

- Highly innovative and creative thinker

- An approachable individual able to command respect from senior leaders and peers

- Excellent written and verbal communication skills

- Able to work with others in a highly collaborative way: listen to others’ input, values outside



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