Workforce Analyst

Job Description

Position Description:

Job Summary
The Principal Consultant – Workforce Analyst will be responsible for optimizing workforce management processes to ensure efficient and effective service delivery. This includes forecasting service desk demand, creating staffing schedules, monitoring real-time operations, analyzing performance metrics, and implementing process improvements. The Workforce Analyst collaborates with cross-functional teams to align workforce planning with business objectives and strives to maintain high service levels while maximizing resource utilization.
The role may be shared across engagements with similar project and skills requirements.
These Terms of Reference apply for the role of Principal Consultant – Workforce Analyst.
Job Responsibilities
Your main responsibilities as Principal Consultant – Workforce Analyst are, but not limited to, the following:
• Forecasting and Planning: Utilize historical data, trends, and business projections to forecast service desk demand for different time periods (daily, weekly, monthly). Develop staffing schedules and resource plans to meet forecasted demand while optimizing agent utilization and maintaining service level targets.
• Schedule Management: Create and maintain agent schedules, considering factors such as shift preferences, skill levels, and coverage requirements. Monitor schedule adherence and manage exceptions (e.g., unplanned absences, schedule changes) to always ensure adequate staffing levels.
• Real-Time Monitoring: Monitor service desk operations in real-time to identify potential staffing gaps or surpluses and take proactive measures to address them. Adjust staffing levels and redistribute workloads as needed to maintain service level agreements (SLAs) and minimize customer wait times.
• Performance Analysis: Analyze key performance metrics (e.g., average handle time, first call resolution, customer satisfaction) to assess service desk performance and identify areas for improvement. Identify trends and patterns in performance data to optimize staffing levels, processes, and resource allocation.
• Reporting and Analytics: Generate regular reports and dashboards to provide insights into service desk performance, workforce utilization, and operational efficiency. Present findings to management and stakeholders, highlighting areas of success and opportunities for improvement.
• Workforce Management Tools: Utilize workforce management software and tools to automate scheduling, forecasting, and reporting processes. Configure and maintain workforce management systems to align with business requirements and optimize functionality.
• Continuous Improvement: Participate in process improvement initiatives to streamline workforce management processes and enhance service desk efficiency. Collaborate with cross-functional teams to implement best practices and leverage technology to improve workforce planning and optimization.
• Compliance and Quality Assurance: Ensure compliance with regulatory requirements, company policies, and industry standards related to workforce management and service desk operations. Conduct quality assurance reviews of workforce management processes to identify and address any areas of non-compliance or inefficiency.
• Customer Focus: Maintain a customer-centric approach in workforce management decisions, ensuring that service levels are consistently met or exceeded to enhance the customer experience.
• Professional Development: Engaging in continuous learning and professional development activities to enhance workforce management skills. This might include attending conferences, workshops, or pursuing certifications relevant to workforce development.
These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time, as necessary.
Other responsibilities include:
• To work in partnership with local management, colleagues, and clients at all levels to ensure delivery of tasks.
• Follow agreed escalation procedures.
• To come in on time and on scheduled shift and breaks assigned by people manager.
• Assists other co-members in processing other workforce management tasks.
• Advise people manager of planned/unplanned leaves as below or depending on the engagement’s policies.: Vacation leave – at least 2 weeks in advance of planned leave date. Sick leave - at least four (2) hours prior to the start of the shift. A member, when using sick leave, must notify his team lead (or next higher-ranked manager) via a via mobile phone call within the prescribed lead time.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
• Ensure feedback is given to people manager if potential issues are detected.
• Ensure feedback is given to the people manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.
Skills, Knowledge, and Capabilities
1. Analytical Skills
• Ability to analyze data and trends to forecast service demand accurately.
• Proficiency in interpreting and synthesizing complex information from various sources.
• Skill in identifying patterns, outliers, and correlations within workforce management data.
1. Technical Skills
• Proficiency in workforce management software and tools for forecasting, scheduling, and reporting.
• Familiarity with relevant IT systems, including service desk software, ticketing systems, and analytics platforms.
• Knowledge of spreadsheet software (e.g., Excel) for data analysis and reporting purposes.
1. Mathematical Aptitude
• Understanding of statistical concepts and methods used in workforce forecasting and scheduling.
• Ability to apply mathematical models, such as queuing theory and time series analysis, to workforce management problems.
1. Communication Skills
• Clear and concise verbal and written communication skills to convey complex concepts to diverse stakeholders.
• Ability to present findings, recommendations, and insights in a compelling and understandable manner.
• Capacity to collaborate effectively with team members, managers, and other departments.
1. Problem-Solving Skills
• Skill in identifying operational challenges and developing innovative solutions to address them.
• Ability to troubleshoot issues related to workforce management systems and processes.
• Capacity to anticipate and mitigate potential risks and obstacles in workforce planning and optimization.
1. Attention to Detail
• Thoroughness and accuracy in data analysis, forecasting, and scheduling tasks.
• Ability to identify discrepancies, errors, or anomalies in workforce management data and address them promptly.
1. Time Management
• Effective time management skills to prioritize tasks and meet deadlines in a fast-paced environment.
• Capacity to manage multiple projects simultaneously and allocate resources efficiently.
1. Customer Focus
• Understanding of customer needs and expectations in the context of service desk operations.
• Commitment to delivering high-quality service and optimizing workforce management processes to enhance the customer experience.
1. Business Acumen
• Knowledge of organizational goals, objectives, and key performance indicators relevant to service desk operations.
• Understanding of how workforce management impacts business outcomes, such as customer satisfaction, cost efficiency, and operational performance.
1. Continuous Learning
• Willingness to stay updated on industry trends, best practices, and emerging technologies in workforce management.
• Commitment to ongoing professional development to enhance skills and knowledge in data analysis, forecasting techniques, and workforce optimization strategies.
Experience
• Minimum of 2 years’ experience as a Workforce Analyst in a Service Desk environment or related set-up.
Others
• Willing to work in a shifting schedule (ex. Night shift, weekend shift, holidays, 24/7 Support)
• Willing to work 100% onsite or hybrid when needed.
• Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site.

Skills:

• Data Analysis
• English
• RTM

What you can expect from us:

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