Workforce Associate

Responsible for managing of volume and staffing
- Support functions for operations and communication to stakeholders of intra-day performance
- Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
- Manage operational forecast variance to plan
- Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
- Graduate of any Bachelor's degree
- At least 6 months relevant work experience in the BPO industry
- Proficient in Microsoft Excel
- Basic analytical and math skills
- Good written and verbal skills
- Willing to work on holidays, weekends, shifting schedules and extended working hours