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Role reports to：
Workforce Mgmt & Service Insight Manager位置：
Asia Pacific, Philippines, National Capital, Paranaque工作地點：
混合你會做什麼
What You Will Do
The Workforce Management Analyst will be responsible for ensuring that workforce strategies align with operational goals through real-time monitoring, forecasting, and scheduling activities. This role is essential in maintaining schedule adherence, agent availability, and service level performance across contact center operations.
Key Job Responsibilities:
- Monitor call, chat, email, and case queues to ensure service goals are met.
- Oversee real-time adherence to agent schedules including breaks, lunch, and off-phone activities.
- Provide headcount requirements (FTE) for upcoming campaigns and queues.
- Support scheduling and capacity planning for optimal resource allocation.
- Assist in creating reports and dashboards to inform leadership decisions and identify improvement opportunities.
- Collaborate with operations teams to adjust strategies based on real-time trends and variances.
What We Are Looking For
Required Qualifications
- Bachelor’s degree in any field.
- Minimum of 1 year experience in workforce management, forecasting, or analytics within a global or large-scale call center.
- Strong background in Real-Time Adherence (RTA) and agent scheduling.
- Analytical thinker with solid decision-making skills and high attention to detail.
- Proficient in interpreting data and transforming it into actionable insights.
Desired Qualifications
- Experience with workforce forecasting tools or platforms and knowledge of multivariate statistical techniques.
- Prior experience in service performance metrics, reporting dashboards, and performance analysis.
- Demonstrated ability to drive results and support business decisions through data.
- Strong communication and stakeholder engagement skills across diverse teams.
What’s In It For You
- Competitive Benefit Package
- Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
- Learning & Development Opportunities
- Employee Resource Groups
Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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