Duties and Responsibilities

• Prepare intraday reports on staff attendance and reconcile daily timesheets with schedules and actual time-in/time-out records.
• Monitor attendance and schedule adherence, ensuring adequate daily coverage through adjustments to staffing and scheduling.
• Communicate with management and operations teams to maintain service levels and meet business objectives.
• Generate detailed reports that provide clear insights into hourly, daily, and monthly agent performance.
• Process requests for schedule modifications, such as meetings, training, or other operational events.
• Analyze schedule accuracy and performance data to recommend improvements in scheduling efficiency and team satisfaction.
• Provide analytical support for special projects and continuous improvement initiatives.
• Collaborate with staff, management, Human Resources, and Accounting on workforce-related matters.
• Demonstrate strong analytical skills, particularly in forecasting and performance analysis.
• Perform additional duties as assigned.

Key Responsibilities

• Conduct real-time monitoring and adjustments using workforce management tools to optimize resource efficiency and achieve service level targets.
• Continuously analyze performance trends and re-forecast staffing needs to align with operational goals across multiple sites.
• Maintain constant communication with Operations teams to implement staffing adjustments based on real-time and forecasted results.
• Produce call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operations.
• Develop, evaluate, and update staffing schedules and models; provide recommendations based on data analysis.
• Compare results against forecasts to identify opportunities for improvement.
• Deliver daily and intraday performance reports to leadership.
• Perform other related duties as assigned.

Work Schedule:

• Night Shift, shifting schedule
• 100% On-site, McKinley Hill, Taguig