Workforce Analyst (Quezon City)

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Responsibilities

  • Analyzing historical data and creating short-term forecast to be used in generating agent schedules
  • Generating efficient work schedules for the agents while balancing Service level goals, personal preferences and labor rules.  The work schedules are done using Blue Pumpkin software and Aspect EWFM.
  • Leave Management
  • Generating official reports on attendance, productivity, etc

Requirements

  • Candidate must possess at least a TESDA / Technical / Vocational Certificate, Some College (But did not graduate), Bachelor's/College Degree on any course.
  • Preferably Non-Executive specializing in BPO/Call Center or equivalent.

Additional Requirements

  • ADVANCED KNOWLEDGE in  FORECASTING and SCHEDULING
  • At least 2 years College Education
  • Has intermediate to advanced MS Excel skills
  • Has good command of both oral and written English
  • Has excellent negotiation skills
  • Has excellent analytical skills
  • Has high work standards and has keen attention to details
  • Can work and deliver requirements under pressure
  • Has OUTSTANDING attendance record
  • DESIRABLE QUALIFICATIONS
  • Knowledge in Avaya and skill-based routing
  • Can create simple macro programs

Additional Information

  • Location: Quezon City, NCR.
  • Full Time position(s) are available.

HGS is a leader in optimizing the customer experience and helping our clients to become more competitive.  HGS provides a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps to retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with about 40,000 employees in 65 worldwide locations delivering localized solutions. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.