Workforce Management Analyst
Summary
| Title: | Workforce Management Analyst |
|---|---|
| ID: | 4979C |
| Location: | Singapore |
Description
Who is BGRS?
At BGRS, we create customized mobility solutions that transform mobility into a driver of recruitment, development and retention. We are proud to be the partner of choice for many of the world’s most recognizable brands, including 35% of the Fortune 100 as well as the governments of the United States and Canada. Our diverse client portfolio represents a variety of industry segments.
BGRS is all about mobility. Come join one of the leading companies in global talent mobility, partnering with some of the largest organizations in the world to keep their employees on the move. We are committed to keeping our own talent on a career growth trajectory by fostering an engaging environment with development opportunities that create success for our clients and you. We support our employees by offering a flexible, innovative environment that allows them to focus on their clients and careers. We look forward to you joining our team and experiencing the power of what talent mobility can achieve.
What You'll Be Doing
This position is an integral part of the Contact Center Operations Team. Reporting to the Director, the successful candidate will provide staffing forecasting and projections based on volumes and trending data for use in business operations, budgeting, and client profitability. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening availability as business needs arise.
Primary Responsibilities:
At BGRS, we create customized mobility solutions that transform mobility into a driver of recruitment, development and retention. We are proud to be the partner of choice for many of the world’s most recognizable brands, including 35% of the Fortune 100 as well as the governments of the United States and Canada. Our diverse client portfolio represents a variety of industry segments.
BGRS is all about mobility. Come join one of the leading companies in global talent mobility, partnering with some of the largest organizations in the world to keep their employees on the move. We are committed to keeping our own talent on a career growth trajectory by fostering an engaging environment with development opportunities that create success for our clients and you. We support our employees by offering a flexible, innovative environment that allows them to focus on their clients and careers. We look forward to you joining our team and experiencing the power of what talent mobility can achieve.
What You'll Be Doing
This position is an integral part of the Contact Center Operations Team. Reporting to the Director, the successful candidate will provide staffing forecasting and projections based on volumes and trending data for use in business operations, budgeting, and client profitability. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening availability as business needs arise.
Primary Responsibilities:
- Provide real-time monitoring via available WFM tools along with workforce management techniques to project workforce needs in the short and long term, while achieving service level objectives and meeting operational requirements.
- In a constantly changing environment, identify volume alteration triggers, variable data, and coordinate contingency plans for unusual volume.
- Perform continual, real time analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for the operations.
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
- Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
- Compares results to forecast and identify opportunities for improvement.
- Continually reviews report setups, codes and data to ensure valid information is being provided to the management team in regards actual volumes, forecasted volumes, current headcount and budgeted headcounts.
- Assists the Director with developing and maintaining reports to mine pertinent data on a re-occurring and/or ad-hoc basis.
- Analyze vacation/time off submissions that have been approved by management and ensure there is no major effect on operations.
- Assist the Director in implementing new workforce management tools and resources as they become available.
- Develop ad hoc reports relating to workforce management to meet internal business requirements as needed.
- Proactively identify, support and coordinate report automation opportunities whenever possible.
- Maintain running report of attendance incidents.
- Provides analytical support for special projects.
- Additional duties and projects as required.
- University Degree in Math, Statistics, Business, or the equivalent and/or very strong related work experience
- 3-5 years’ experience in Workforce Management, preferably in contact centers with at least 100 employees.
- Complete understanding of overall operational activities including phone, email, chat, video and social media support
- Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
- Experience with Workforce Management software (scheduling, performance tracking, reporting)
- Demonstrated strong analytical skills, with emphasis on forecasting.
- Skills in complex problem solving, judgment, critical thinking and decision making.
- Results orientated - ability to prioritize, drive and achieve results through self and others while working to deadlines under pressure
- Highly organized, with an emphasis on accuracy and timeliness.
- Analytical approach with the ability to interpret information and trends
- Confident personality with the ability to interact at all levels and establish rapport with both internal and external stakeholders
- Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
- Ability to sit the entire work day viewing a computer monitor.
Other Information:
- Reliability status security clearance granted by CIISD, PWGSC; the security clearance application will be facilitated via the Brookfield GRS–GS Company Security Officer (CSO)
- Competitive salary and incentive plans
- Comprehensive benefits packages and wellness program
- Generous company-paid vacation days and holiday time
- Challenging, collaborative, diverse corporate culture
- Ongoing opportunities for learning and career development
Follow BGRS
BGRS values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible environment. We thank all candidates who apply, however, only those selected for a personal interview will be contacted. If you require accommodation, please let us know. We will work with you to meet your needs.
This opening is closed and is no longer accepting applications
