Branders.com, the “See Before You Buy” company, has the largest selection of instantly customizable promotional items for the marketing, sales, and event planning professional. Our business model differentiates itself in several ways in the promotional industry.

The Workforce Analyst supports all workforce management related activities within the call center through creating optimal schedules, improving schedule adherence and compliance and providing intraday and call flow analysis to achieve service level objectives and meet customer expectations. 

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

Scheduling and Forecasting

• Ability to schedule off phone activities such as meetings, trainings, coaching sessions and exceptions based on business needs without sacrificing service levels and abandonment rates.
• Create schedules for call center representatives based on their skills to meet service level and abandonment rate goals.
• Analyze historical data and trends to continuously improve schedule and forecast accuracy.

Intraday Adjustment and Analysis

• Ability to adjust and explain workforce staffing requirements changes on a daily, weekly and monthly basis based on different events such as attrition call volume fluctuations and call center activities.
• Provide feedback and recommendation to solve short and long term capacity issues.
• Track and report absenteeism, schedule variance and forecast deviations.

Operations Support

• Collaborate with the on-boarding team to ensure that all reps are correctly updated in the WFM systems.
• Process new agents, terminations, shift swaps, time off requests, schedule exceptions and schedule bids.
• Provide performance reports and workforce management reports to management.
• Monitor real time adherence to schedule.
• Communicate, review and respond schedule inquiries from supervisors.
• Act as one of the call center leads during systems implementation and outages.

• A Minimum of 1 year customer service experience along with 6 months within the organization
• Ability to motivate and inspire front line representative
• Experience coaching and developing customer service representatives

Preferred Skills:

• Proficient in excel and workforce management principles
• 1 – 2  years in a call center environment
• Strong analytical skills
• Strong communication skills, oral and written
• Self-motivated and quick to take action.
• Strong mathematical, analytical, communication and organizational skills.
• Knowledge of call center fundamentals

Compensation & Benefits:

1. Above the market Base Pay + Php 2,500.00 Transportation allowance + Attendance Bonus
2. Bonus tied to productivity + Night Shift Differential
3. Unused vacation leaves can be en-cashed up to a maximum of 10 leaves a year, tax-free.
4. Free meals, flowing sodas + coffee
5. HMO (including up to 2 dependents) with ceiling limit of Php 250,000/illness/person/year upon hiring.
6. Life insurance and other benefits provided upon hiring.