Job Description
Alorica, a global leader in customer experience solutions, is seeking a detail-oriented and analytical Workforce Analyst to join our dynamic team in Cebu City. In this critical role, you will be responsible for analyzing workforce data, optimizing agent schedules, and ensuring efficient staffing to meet service level goals. If you are passionate about driving operational excellence through data-driven decisions, this is an exciting opportunity to grow your career in a supportive, fast-paced environment.
As a Workforce Analyst at Alorica, you will utilize advanced workforce management tools to forecast call volumes, monitor real-time adherence, and generate insightful reports. You will collaborate closely with operations and management to implement strategies that enhance productivity and customer satisfaction. Your expertise will directly impact our ability to deliver exceptional service to clients worldwide.
Alorica is a leading global provider of customer experience solutions, serving top brands in various industries. Our Cebu office is a hub of talent and innovation. As a Workforce Analyst, you will be at the forefront of optimizing our operations, using historical data and predictive analytics to forecast demand and adjust staffing in real time. You will ensure that our clients' customers receive the highest level of service while maintaining operational efficiency. This role requires strong analytical skills, proficiency in Excel and WFM software, and the ability to adapt to changing business needs. If you are ready to make an impact and grow your career in a supportive environment, apply now!
Responsibilities
- Analyze historical and real-time data to forecast call volumes and determine staffing requirements.
- Optimize agent schedules to ensure appropriate coverage while minimizing costs.
- Monitor real-time adherence and make proactive adjustments to maintain service levels.
- Generate and distribute daily, weekly, and monthly workforce performance reports.
- Identify trends and provide actionable insights to improve operational efficiency.
- Collaborate with operations teams to align workforce strategies with business goals.
- Support ad-hoc analysis and projects to enhance WFM processes.
Qualifications
- Bachelor's degree in Business, Mathematics, Statistics, or a related field.
- At least 1-2 years of experience in workforce management or call center operations.
- Proficiency in workforce management tools (e.g., Avaya, Genesys, IEX, or similar).
- Advanced skills in Microsoft Excel and data analysis.
- Strong problem-solving and decision-making abilities.
- Excellent communication and interpersonal skills.
- Ability to work under pressure in a fast-paced environment.
- Knowledge of contact center metrics and KPIs (e.g., SLA, AHT, occupancy).