Workforce Management Analyst

Mô tả Công việc
WE NEED YOU:
Forecasting:
Perform analysis and forecast volumes - Day of the month / Day of the week / Hour of the day
Perform Headcount forecast based on the volume received/EWS/Training throughput
Rostering & Scheduling:
Prepare rosters and schedules as per the volume forecasted
Monitor attendance and schedule adherence
Prepare intraday reports on staff attendance
Ensure Login Adherence - Reconcile attendance with employee login hours against schedule and Login/Logout report
Analyze AL submissions and approve/deny based on their effect on operations
Manage changes to scheduling to ensure adequate daily resource coverage
Performance Management:
Maintain data required for measuring the agent performance in the defined format (PBI, Excel, etc.)
Perform KPI ranking for employees based on the grids / parameters for the LOBs
MIS and Reporting:
Prepare and publish productivity/quality report for employees (PBI)
Prepare TL Dashboard - Team performance by supervisors for managers' review
Maintain tracker with list of employees with their status (active/inactive), client account, contact details
Any other Internal or Client reports as agreed with Operations
Billing:
Provide and consolidate data required for preparing Minutes of Acceptance (Login hours/Attendance/OT/Volume)
Calculate the unit/headcount as per client approved Email/Contract
Check and prepare Bonus & Penalty (if applicable)
Send billing data to Operations/Client for review/approval
Alert Operations when client account isn't deleted in a timely manner (upon employee's resignation)
Alert Operations or higher-level management upon finding frauds