Workforce Specialist

Workforce Analyst

Philippine Airlines Pasay, National Capital Region, Philippines (Hybrid)

Why Join Us?

  • Asia’s First and Longest-Serving Airline
  • Get a chance to enjoy travel perks for you and your family
  • A collaborative work culture and environment

Job Summary

The Workforce Analyst is responsible for providing regular and accurate manpower requirement and scheduling of Contact Center Service Provider (CCSP) agents to ensure cost efficiency of the delivery service. The jobholder provides recommendation on the development and maintenance of necessary processes and in determining the appropriate manpower complement to support the delivery service operations.

Responsibilities

  • Monitors and reports on the Key Performance Indicators (KPI) of CCSP agents to ensure compliance with the organization’s Service Level Agreements (SLAs).
  • Constant intraday monitoring of realization versus forecast calls, AHT, shrinkage and coverage, and other relevant planning parameters. Recognize and initiate escalation for all system difficulties or outages, including routing systems and all applicable supported applications
  • Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day, as required
  • Provides recommendations on the projected weekly schedule of CCSP agents based on the determined call volume to ensure accurate reporting of volume staffing. Serve as a resource for answering questions about the daily operations of the CCSP.
  • Provides recommendation on cost reduction through utilization of resources. Regularly monitors the headcount of CCSP agents to ensure accurate staffing for billing purposes.
  • Performs other related duties that may be assigned by Manager – Contact Center Shared Services.
  • Complies with applicable regulations and standards of Philippine Airlines; actively involved with PAL Safety Management System by reporting all accidents, incidents and any hazard in the workplace; and being safety conscious by exercising care and vigilance in performing duties.
  • Adopts, helps implement and continuously improves PAL’s Security Management System (SeMS) through the delivery of high-level performance to meet Company security standards and ensure compliance to National and International regulations.

Qualifications

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  • Bachelor’s degree in business management, Statistics, Computer Science, or another related field.
  • Must have 2-5 years’ work experience in Workforce Management or related field.
  • Capable of service practices that lead to a customer-centric culture.
  • Exemplifies model values and excellence and drives others to do the same.
  • Strengthens organizational talent by developing self and others.
  • Excellent communication skills – Able to convey information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
  • Possessing the ability to set up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.
  • Ability to extract and process data and obtain critical information from the data;
  • Excellent strategic thinking, possess patience and meticulous in processing data;
  • Knowledge of statistics and forecasting techniques.
  • Advanced knowledge in budget planning.
  • Ability to use database functions and financial analysis programs
  • Project Management Skills

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