Workforce Analyst, Customer Service & Support
About the Role
Workforce Demand Forecasting:
- Utilize historical data, statistical models, and business insights to accurately forecast contact center demand for various customer interactions, including calls, emails, chats, and social media interactions.
- Collaborate with other departments to incorporate external factors and seasonality trends into demand forecasts.
Capacity Planning and Resource Allocation:
- Develop staffing strategies and capacity plans to meet forecasted contact center demand while maintaining service level objectives.
- Analyze staffing needs based on forecasted volumes, average handle times, attrition rates, planned/unplanned absenteeism and agent productivity metrics.
Long-Term Workforce Planning:
- Conduct long-term workforce planning to address business growth, new service offerings, and changes in customer behavior.
- Provide insights and recommendations to support organizational decision-making and resource allocation.
Agent Hiring and Onboarding Strategy:
- Develop hiring plans and onboarding strategies to ensure a continuous pipeline of qualified agents to meet future staffing requirements.
Data Analysis and Performance Monitoring:
- Analyze contact center performance data, including service levels, agent productivity, and customer trends, to identify areas for improvement and potential challenges.
- Utilize data-driven insights to optimize workforce planning strategies.
About You
You’re a fit for the role of Workforce Analyst if your background includes:
- Bachelor’s degree in any related course
- At least 3yrs experience as Capacity Planner
- Proficient in MS Excel (advanced), Power BI and MS Powerpoint
- Experience with Alvaria (Aspect ewfm) or Genesys WEM tools
- Ability to work a flexible schedule (graveyard/shifting schedule)
- Willing to be assigned in Taguig City (hybrid set up
What’s in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
- Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
- Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
- Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
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Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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