Senior Workforce Analyst

Great People make Schneider Electric a great company.

Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative? Start making an IMPACT!

The Role: Senior Workforce Analyst

Overview:

The Senior Workforce Analyst role aims to ensure that a business maintains the right number of employees with the necessary skills to meet the demands of its operations.

What will you do?

• Analyze historical data and trends to forecast future workload requirements accurately.
• Maintain staffing and forecasting files associated with volume and staffing monitoring.
• Develop, run, and maintain regular reports requested by management to keep records of phone activity for various periods. These reports will include information that impacts the phone service levels ( call volume, attendance, CSR availability, etc.).
• Work closely with the operations team to analyze and help improve their delivery processes.
• Own task of maintaining, scheduling, and testing incoming projects ( skillsets, phone lines, scripting, patching). Providing updates to each business leader on the process and outcomes.
• Assist with projects and other duties as requested or assigned.

• Candidate must possess a bachelor's degree.
• Minimum of 5 years experience in WFM functions in a multi-department/site contact center environment.
• Experience in Forecasting and Capacity Analysis is an asset.
• Experience with Cloud Genesys, IEX, CMS, Avaya, Symposium, Blue Pumpkin is an asset.
• Must have advanced level Microsoft Excel skills - Including advanced formulas, also Word and Email
  VBA macros an asset
• Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential
• Ability to create reports in Excel and forecast results.
• Attention to detail and high level of accuracy
• Ability to multi-task, focus, and complete reports for extended periods
• Able to work in a multicultural environment with regional responsibilities.
• Excellent verbal and written communication skills.
• Willing to work in Cavite on a rotating schedule.

• Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
• €36bn global revenue
• 150 000+ employees in 100+ countries
• 45% of revenue from IoT
• 5% of revenue devoted for R&D