SunPower Corporation Workforce Management Analyst - Project Based in Binan, Philippines
Do you want to change the world? We do, too.
The energy market is roughly $4 trillion globally, and solar penetration is less than 1%. But just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.
SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale. Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial and utility customers worldwide.
SunPower is changing the way our world is powered every day with a brilliant, passionate and driven team of more than 7,000 in North America, Europe, Africa, Asia and Australia. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.
We believe that our employees create our brand – with each project, each communication, each task completed and each interaction. Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused. The experience we would expect the ideal person to deliver is:
SUMMARY OF ROLE
The Workforce Management Analyst is responsible for forecasting call volume and patterns, analyzing results, and making recommendations on staffing, scheduling and call routing that will create the best possible service for SunPower customers. It will combine proven forecasting, modeling, and analytical capabilities with solid business acumen to be able to frame a forecasting model, understand what data is needed as well as most pertinent, and work with subject matter experts throughout the lines of business to develop strong recommendations and action plans.
Accurately forecast call volumes, analyze historical call volume, project budgetary expenses and assist with new higher head count projections.
Analyze and interpret past and current call volume data to determine staffing needs, create accurate schedules, and ensure service levels and member satisfaction goals are met.
Develop and provide daily, weekly and monthly reports that provide insight into the trends.
Recognizes and adjusts for anomalies in call histories to predict future activities.
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.
Works with IT on all contact center applications such as Avaya WFO quality monitoring system, community workforce management system, and Avaya CMS supervisor reporting.
Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements.
Makes recommendations to become more efficient with business volumes and maximize business results.
Provides support to SPD business
2 to 3 years in a Contact Center Environment or related field
Advanced knowledge and experience with MS tools, including SQL, Excel, and Access with the ability to design spreadsheets/database programs
Extensive Analysis , modeling, and administration experience in a contact center environment
Prior experience working in a contact center with call routing technology and advanced knowledge of related operations support areas such as Staffing/Scheduling, Analytics, Command Centers and Administration is preferred
Familiar in CMS Supervisor System, Workforce Management System and Quality Monitoring System.
Strong analytical and mathematical skills to collect and interpret data to solve problems.
Highly organized and can work independently as well as with a team.
Excellent knowledge of workforce management calculations, technologies and key performance indicators.
Strong interpersonal skills and the ability to communicate with many different levels of employees.
Ability to make sound decisions quickly in a fluid work environment.
Excellent oral, written, interpersonal, and organizational skills.
Ability to multi-task in a fast paced environment.
Night shift adaptability
Willing to work in Sta. Rosa, Laguna