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Workforce Management - Senior Analyst

Date: Jul 20, 2020

Do you want to change the world? We do, too.

 

With more than 30 years of proven experience, SunPower is a global leader in solar innovation and sustainability. SunPower is a company with a rich heritage of pioneering the best energy technologies in the world. You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space. SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.

 

Our unique approach emphasizes the seamless integration of advanced SunPower technologies, delivering complete solar solutions and lasting customer value. We are passionately committed to changing the way our world is powered, and we are guided by our legacy of innovation, optimism, perseverance, and integrity.

 

Widely recognized as the world’s standard for solar, SunPower produces the world’s highest efficiency solar products.  Our quality and reliability standards far exceed those of any other company in the industry.  

 

In order to unlock shareholder value, accelerate innovation and enhance customer value, SunPower will separate into two independent, publicly traded companies, strategically aligned and complementary, focusing on distinct offerings. Newly-formed Maxeon Solar Technologies will be the leading global technology innovator, manufacturer and marketer of premium solar panels, carrying on the decades’ long legacy in setting quality and performance standards.

 

As we look to the future, we are seeking a world-class Workforce Management - Senior Analyst based in ROHQ, Binan, Philippines. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower. Are you ready to change the way our world is powered?  

 

Summary

 

The Workforce Management – Senior Analyst is responsible for Scheduling & skilling, analyzing results and making recommendations on staffing, and monitors real time day-to-day activities of the Contact Center operations.

 

Job Responsibilities

 

Percent of Time

Key Accountabilities and Functions

20%

Scheduling

  • Analyze and interpret past and current call volume data to determine staffing needs, create an accurate schedule, and ensure service levels and member satisfaction goals are met.
  • Adjust schedules to accommodate call volume fluctuations and changing business needs.
  • Coordinate departmental schedules in conjunction with supervisors and managers including training, team meetings, vacations, overtime, etc. to maximize service levels.

30%

Realtime Monitoring and Reporting

  • Monitor adherence to schedule and track daily productive activities of the Contact Center
  • Run Intraday report to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls/cases at the desired service level
  • Track daily attendance and actively connects with Operation team leads
  • Callout Calls-in queue and quota cases and administers volume contingency action plans as deemed necessary and appropriate
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests

20%

Comply with targets to the Team’s Service Level Agreement (SLA), process improvement initiatives and project implementation

10%

Helps with Tool Management and data synchronization aligned to business requirement

5%

Facilitates real-time discussions with necessary stakeholders

5%

Coordinate and collaborate with operations leaders and other departments to ensure smooth functioning of the production environment

5%

Ensures that all reports are accurate, reliable and sent on time

5%

Supports team back up system, as needed

 

 

Job Requirements

 

Requirements

Details

Education and Relevant Experience

  • Must possess at least a Bachelor's/College Degree in Engineering (Industrial), Statistics, Mathematics, Business Studies/Administration/Management or any related field
  • Minimum 3 to 5 years of experience in Contact Center environment or related field
  • Experience in Global WFM is preferred
  • Experience in VoIP solutions is preferred

Job Specific Skills

  • Problem solving and effective decision-making ability
  • Exceptional data analysis and presentation skills
  • Articulate, organized, and keen attention to details
  • Time management, prioritization, and possess the ability to multi-task in a dynamic, extremely fast-paced environment
  • Shows expertise in the use of MS Excel, MS Powerpoint and other office application
  • Excellent written and oral communication skills

Profile and Personality

  • Quick learner, can work with minimal supervision and able to handle multiple task even under time pressure
  • Proactive with a positive can-do attitude, willing to go the extra mile
  • Customer-oriented, passionate, competitive and highly-motivated
  • Goal and Results oriented 

Others

  • Willing to work nightshift, weekends and US/PH holidays
  • Willing to work in Sta. Rosa, Laguna
  • Ability to work remotely with a high-speed internet access at home (20MBPS and up requirement, ethernet only)
  • Quiet, noise-free home office space that is free of distractions


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