WFM Senior Analyst

Why ClearSource?
ClearSource is passionate about our Core Values!
 

• Customer First – We share an intense passion for creating an exceptional customer experience.
• Personal Accountability – Commit to do the right thing and do it.
• Humble Courage – Be brave enough to seek, deliver, and accept feedback.
• Hungry – Do your best every day to make great things happen.
• Happy & Healthy – Choose well, live well.

Do these values resonate with you?
Do you strive to provide an exceptional, authentic customer experience every day?

If the answer is yes, then ClearSource is looking for you to join our team as a WFM Senior Analyst. You should be responsible for ensuring multiple Customer Service sites meet service levels by future and real-time staffing planning and prior experience.

Enjoy these outstanding perks and benefits: 

• Competitive salary
• Medical and dental Insurance (with free dependents)
• Group life insurance
• Paid time off (PTO)
• Outstanding career growth
• Passionate, energetic & innovative work culture
• Friendly, team-driven environment
• Skills and leadership development

What you will do as a WFM Senior Analyst

• Supporting and enhancing the performance of the site with respect to optimal staffing of Customer Advocates. Creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site. 
• Responsible for providing and completing regular scheduling responsibilities and providing schedule analysis and staff recommendations to meet service center goals.
• This position requires detailed, accurate, and timely completion of scheduling reports.
• Help drive critical business decisions by analyzing metrics and designing reports and communicate these results to managers and provide suggestions based on findings. 
• Collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. React to changes in daily/weekly/monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels. 
• Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting. 
• Responsible for the assignment of tasks to the operations by optimizing the usage of the workforce. 
• Manage the development of global standards (AHT, ASA, Shrinkage, Schedule Adherence, Attrition) 
• Monitors queue in real-time. Quick analysis monitors and balances real-time staffing levels vis-à-vis call volumes, busy lines, and production issues. 
• Work with operational and support teams to effectively plan short-term non-productive time. 
• Work closely with data, associates, and team managers to proactively identify issues and take appropriate actions to minimize the impact. 
• Assist the development of Workforce Management and Scheduling systems by partnering with in-house technology teams. 
• Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates. 
• Lead and participate in global projects and initiatives. Own providing optimal solutions for upcoming initiatives. 
• Create forecasts at intra-day, daily, weekly, monthly, and yearly levels.
• Create schedules for locations in the PH and abroad.
• Proactively identify service improvement opportunities and ensure continuous improvement with Capacity Planning across strategic and tactical forecasting, scheduling, metric reporting, and real-time delivery.

What ClearSource Needs from You?

• Completed Senior high school or at least two years of college education under the old curriculum
• At least 1 to 3 years of Workforce Management experience using different WFM software (database system)
• At least1 to 3 years of Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
• At least 1 to 3 years of Microsoft Excel experience with Intermediate knowledge of formula definitions
•  With strong analytical abilities
•  Proficient in scheduling, forecasting, and workforce management planning