Workforce Analyst

Company Description

Who are we?

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

What should you expect from us?

• Onsite Work Setup
• Monday to Friday, 6 am to 3 pm schedule
• 1 Secondment role available

Job Description

The Workforce Analyst is responsible for actioning changes in our workforce management systems, including staff changes, roster changes, and maintenance of agent leave and activity records. Reporting and Analysis also form part of the Workforce Administrator role.

• Action new staff requests and induction groups
• Action staff changes, including team and employment status changes.
• Action staff termination requests
• Work with the Workforce Planner to create accurate rosters that meet the business needs
• Maintain rosters in line with business and staff requests.
• Produce highly accurate reports highlighting results across key business drivers, including trends.
• Analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner.
• Analysis of data and reporting to identify business opportunities and continuous improvement
• Work with the business to ensure that key tasks performed drive Business Success.
• Maintain a high level of professional communications with internal and external stakeholders
• Accuracy in all work completed
• Adherence to your schedule
• Maintaining a high standard of output while completing tasks within reasonable timeframes.
• To perform other related tasks as necessary from time to time.

Qualifications

Essential

• Well versed in workforce planning methodology.
• Highly skilled with WFP scheduling software.
• Demonstrable experience of effectively engaging with the business.
• Build relationships quickly with key internal and external business partners. 
• Be Proactive versus reactive in anticipating workforce needs.
• Rise to a challenge and thrive in a fast paced demanding environment.
• A minimum of one years' experience in a workforce planning related roles with previous experience producing reports and analysing data.
• Advanced Microsoft Excel skills.
• Mid level to advanced experience using Microsoft office software.
• Able to demonstrate logical reasoning and the ability to communicate complex information.
• A customer service orientation.
• Can-do attitude.
• Strong analytical skills.

Additional Information

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Philippines Office address:

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300