Senior Real Time Analyst & Senior Scheduling Analyst
Summary
- The purpose of this job is to manage the
Workforce department
which is responsible for forecasting, scheduling/staffing, and real-time monitoring for all accounts.
Essential Duties & Responsibilities
- Ensure Call Center Operations (CCO) support is maintained within service level agreements for all Accounts.
- Create reports to meet requirement of Operations/ Management / other departments.
- Determine long-term headcount & staffing requirements
- Participate in strategic business planning
- Leads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local laws
- Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers
- Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels
- Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities
- Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts
Education & Experience
- Graduate in any field
- Must have workforce management experience
- At least 1 year experience in Capacity Planning
- Knowledge of Workforce Management Software, CMS, IEX
- Thorough knowledge of MSOffice
- Must be a regular employee
- Must have at least 6 months tenure in current position
- No pending or existing DA case
Competencies
- Analytical skills
- People management
- Time management
- Ability to multi-task, adapt to change, and achieve results with accuracy and precision
- Leadership skill
- Valuable at communication & comprehension
- Programming skills/ Web development skills are desirable.