WFM Planning Analyst (01TF5)

Dumaguete, Central Visayas, Philippines PH

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Workforce Management Business Analyst

Workforce Management (WFM) Business Analysts supervise the operational and fiscal activities of the Workforce Management department for a single small account or a standalone program within a larger Parent Client organization. They ensure accuracy of billing processes and procedures for the program. WFM Business Analysts identify and report on account profitability opportunities and recommend strategies to improve processes. They maintain focus on operational effectiveness of the Program, across all centers and ensure that program requirements, service levels, and expectations are met. WFM Business Analysts are held accountable for schedule adherence, service level, and absenteeism. They forecast and prepare for call volume, as well as monitor and report on in chair occupancy, average call handle time and other components of the overall work flow. They assist in the development and leadership of the WFM team. WFM Business Analysts work daily to improve processes and performance that enhance bottom line results. Work closely with WFM Manager, business partners and clients to resolve all related staffing and scheduling issues. Improve efficiency and accuracy of business process; create and implements process improvements. Manage the staff in accordance with company policies, procedures, and client service level metrics and expectations. WFM Business Analysts adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Create and maintain a positive work environment.

Key Performance Objectives

1. Achieve 100% accuracy and timeliness of delivery requirements. WFM Business Analysts have daily, weekly, and monthly tasks that must be met on time. They analyze call volumes, call patterns, call trends, and staff productivity for assigned LOB; use the information to build, coordinate, and accurately maintain employee schedules. WFM Business Analysts facilitate scheduling strategies and initiatives to enable the business to achieve its objectives. They work with multiple data sets to ensure complete and accurate data. Understand the key business objectives, timeframes, and requirements associated with each workforce management goal. WFM Business Analysts are expected to report daily center metrics on all projects, teams and associates performance to business partners. (Strategic thinking, project management, results orientation, business acumen, enthusiasm)

2. Learn key business objectives, timeframes, and requirements associated with each Workforce Management reporting and analytical goal and task. WFM Business Analysts understand the client’s business requirements and business process management, and then translate them to particular WFM software requirements. They need to have high level of knowledge of TeleTech’s and client’s practices, policies, and requirements and having a thorough understanding of WFM systems and tools that are used to extract data, run reports and be able to do analysis to drive associates performance. WFM Business Analysts generate and analyze daily, weekly, and monthly reports and provide data and recommendations to leaders by established deadlines. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)

3. Improve the key success metrics associated with workforce management goals. These include:

In-chair occupancy (IOCC %) and phone occupancy (POCC %) management

Achieve client service level objectives

Ensure ongoing and clear communication between operations and client teams

Manage staff to volumes and adjust accordingly

Schedule adherence

WFM Business Analysts gather information, analyze data, observe the WFM process, and lead the effort to consistently improve each workforce process and performance. This includes challenging every aspect of the processes. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. (Data analysis, customer focus, ROI calculations, persuasion, problem solving, strategic thinking, achievement motivation)

4. Deliver consistent high quality customer service. WFM Business Analysts respond to all customer (internal/external) requests within the established time frames. They correspond with employees; adjust schedules where appropriate; communicate daily with Managers and Team Leads regarding schedules; this includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Maintain a positive, respectful and caring attitude when working with others. Communicate problems clearly and reassure customers that issues will be resolved quickly and deliver with minimum long term impact. Proactively share all issues with management. Take personal responsibility for solving and finding solutions. (Customer focus, friendly, helpful, accountability, diplomacy, communication)

5. Escalate department issues as appropriate. WFM Business Analysts need to adapt quickly to any changes in the process. Be able to troubleshoot issues, analyze data to uncover and report issues that might impact data and metrics. Understand the requirements for each task while strictly adhering to TeleTech’s policies. Clearly identify reporting or analysis related issues including the scope of the problem and relative urgency. Provide clear documentation of the issue to the appropriate team. Answer questions and assist in isolating the root cause of problems. Participate in testing solutions to ensure problems have been resolved. (Analysis, problem solving, judgment, communication, system troubleshooting)

 

Basic Qualifications

  • Strong understanding of Teletech’s business, core values, and goals
  • Strong interpersonal skills in dealing with a diverse population
  • High customer service orientation
  • High level of integrity, honesty, and judgment
  • Ability to lead and partner successfully with staff and chain of command
  • Proficient English, both written and verbal
  • Ability to respect and ensure strict confidentiality of customer data. 
  • Demonstrated multi-tasking capability and proven success in fast paced environment
  • Strong attention to detail and desire to follow procedures
  • Strong verbal and written communication skills
  • Math/statistics and computer proficiency
  • Analytical aptitude and problem solving abilities
  • Strong attention to detail and desire to follow procedures
  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
  • Reporting proficiency

Preferred Qualifications

  • Knowledge of call center business
  • Call center experience
  • Six Sigma Certification

 



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