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28 Apr 2015

Full-Time - Staff Workforce Management Analyst

Trend Micro Inc – Posted by Trend Micro Inc Anywhere

Job Description

Workforce Management Analyst

Responsibilities

· Creates and analyzes capacity plan and provides recommendations. Determines required HC based on forecasted volume on target hours and determines handling capacity.

· Updates and processes real time performance analysis. Obtains quantifiable performance figures in order to make critical recommendation to address performance issues

· Manages and monitors queue for Service Delivery against attainment of passing KPIs. Keenly observes the queue and proactively responds with action plans with continual communication with Ops leadership team

· Acts as central point of communication regarding account performance by cascading information to decision-makers. Escalates relevant information on performance and ensures proper documentation of major incidents

· Facilitates/leads meeting with Service Delivery for alignment on capacity plan. Provides recommendations before setting agreement on lock plan

· Tracks forecast to actual performance and uses data to forecast succeeding months

· Analyzes forecast to actual performance and recommends course of action to improve resource efficiency and achieve KPI targets

Requirements:

· College graduate – preferably from a course under the following: Math, Engineering, Statistics

· At least 1 year relative experience in Workforce Management

· Working knowledge and technical understanding or Workforce or Resource management principles, concepts and practices.

· High level of proficiency in MS Office

· General knowledge in forecasting

· Problem Solving, Analytical Skills

· Excellent Oral and Written Communication

How to Apply

Please apply online

Job Categories: Engineering, Information Technology, and Various Professions-Others. Job Types: Full-Time - Staff. Job Tags: Workforce Management Analyst. Salaries: Confidential.

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