Workforce Management Analyst
Grab
- Makati, Philippines12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 7 years ago
2016-11-29T16:00:00+00:00Job closed.
Job Description
- Work directly with the vendors and customer experience team across all regions to build staffing strategies that take into account all possible variables that may affect staffing and contact volume projections.
- Monitor and analyse call and email arrival patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency.
- Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information.
- Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
- Prepare and disseminate timely and accurate reports to customer experience management and other vertical leads as needed.
- Proactively monitor associate contact behaviours, efficiency, and availability and report deficiencies to customer experience team in real-time.
Minimum Qualifications
- At least 2 years of college preferred;
- 3-5 years of Workforce Management experience, inclusive of 3-years scheduling and RTA, and 2 years worth of experience in reports and analytics;
- WFM platforms (eWFM, IEX, Blue Pumpkin, etc…), ACD platforms (Avaya systems and relevant software), Cloud and otherReporting platforms (Cognos, Crystal Reports, Salesforce, Zendesk, etc…);
- With specialized skills of Forecasting, Scheduling, Real-time analysis, Reporting;
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue, Makati, Metro Manila, Philippines
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About Grab
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.
Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.