WFM Planning Analyst- PH

Compass Experience Labs•Manila, AR

26d•Remote

About The Position

MEET COMPASS We are a Business Process Outsourcer BPO committed to fostering brand growth through outstanding customer experiences Compass was founded by e commerce pioneers who struggled to find an equally innovative customer service partner Many companies view customer care as merely a cost center but we believe it offers much more If you enjoy delighting customers and leveraging data to provide valuable insights to clients Compass could be your ideal workplace Workforce Planning Analyst The primary role of the Workforce Planning Analyst is capacity planning This role is responsible for analyzing clients workforce data to develop strategic plans that ensure the amount of staffing is in place to meet contractual business objectives This involves collecting and analyzing various workforce metrics identifying staffing needs and gaps and creating strategies to address these issues The analyst also prepares reports and leads presentations for clients and stakeholders staying up to date on industry best practices

Requirements

Proficiency in data analysis and reporting tools
Strong analytical and problem solving skills
Excellent communication and presentation skills
Professional Ability to interact and communicate effectively with clients
Must be able to commit to your work schedule be punctual and be accountable for your actions
Remain engaged and responsive to all internal communications within a work from home environment
Work with humility
Be open to coaching and continuous improvement coaching to allow you to perform at a high level
Cultivate team culture according to Compass values and promote a positive work environment
Must possess knowledge or relevant experience in forecasting and planning to ensure optimal performance
Must be able to summarize visualize and present data with the knowledge of key call center metrics including expected occupancy utilization service levels handle time abandonment rate and ASA
Must be proficient with WFM Tools Microsoft Excel or Google Sheets to create reports produce schedules and perform other tasks
Possess analytical skills to review information analyze data and make appropriate recommendations for improvement
Have strong communication skills to ensure that employees are kept informed of developments effectively and to ensure that all appropriate staff are aware of issues
Able to manage a range of tasks prioritize responsibilities and meet deadlines
They require the ability to work effectively in fast paced situations and to handle stress as well as adapt to rapid changes in the information process direction or immediate workflow
A minimum of 3 years of Workforce capacity planning experience
5 years of WFM experience
Must have a strong internet connection with the ability to support multiple online systemsapplications
Ability to see talk and hear to communicate with others to exchange information verbally and in writing
Ability to operate a computerlaptop and a headset
Ability to perform all duties of the job while sitting andor standing for prolonged periods ie for the duration of shift
Ability to multitask and remain calm under pressure especially during peak hours or intense situations
Exceptional interpersonal customer service problem solving verbal and written communication and conflict resolution skills
Decisiveness and attention to detail
Proficiency with the necessary technology including computers software applications phone systems etc
Availability Full time position with weekdays weekends and nighttime availability

Nice To Haves

High school diplomaBS Preferred

Responsibilities

Maintain accurate forecasts capacity plans and schedule plans
Ensure that forecasts capacity plans and schedules are generated in a timely and precise fashion
Offer strategic recommendations to improve productivity while balancing service levels
Provide consultation to OperationsProgram Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions
Reviewing and analyzing data to identify problem areas related to staffing performance or processes
Presenting datarecommendationsanalysis to both internal and external stakeholders
Other duties and responsibilities as assigned

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