The Service Consultant – Workforce and Reports Analyst, is responsible for optimizing workforce management processes to ensure efficient and effective service delivery. Key responsibilities include forecasting service desk demand, developing staffing schedules, monitoring real-time operations, analyzing performance metrics, generating accurate reports, and submitting them according to agreed timelines. The Workforce Analyst also identifies and implements improvements processes to enhance overall efficiency. Additionally, this role collaborates with cross-functional teams to align workforce planning with business objectives, maintain high service levels, and maximize resource utilization.
#LI-MA8
Your main responsibilities as Service Consultant – Workforce and Reports Analyst are, but not limited to, the following:
. Forecasting and Planning: Utilize historical data, trends, and business projections to forecast service desk demand for different time periods (daily, weekly, monthly). Develop staffing schedules and resource plans to meet forecasted demand while optimizing agent utilization and maintaining service level targets.
. Schedule Management: Create and maintain agent schedules, considering factors such as shift preferences, skill levels, and coverage requirements. Monitor schedule adherence and manage exceptions (e.g., unplanned absences, schedule changes) to always ensure adequate staffing levels.
. Real-Time Monitoring: Monitor service desk operations in real-time to identify potential staffing gaps or surpluses and take proactive measures to address them. Adjust staffing levels and redistribute workloads as needed to maintain service level agreements (SLAs) and minimize customer wait times.
. Performance Analysis: Analyze key performance metrics (e.g., average handle time, first call resolution, customer satisfaction) to assess service desk performance and identify areas for improvement. Identify trends and patterns in performance data to optimize staffing levels, processes, and resource allocation.
. Reporting and Analytics: Generate regular reports and dashboards to provide insights into service desk performance, workforce utilization, and operational efficiency. Present findings to management and stakeholders, highlighting areas of success and opportunities for improvement.
. Workforce Management Tools: Utilize workforce management software and tools to automate scheduling, forecasting, and reporting processes. Configure and maintain workforce management systems to align with business requirements and optimize functionality.
. Continuous Improvement: Participate in process improvement initiatives to streamline workforce management processes and enhance service desk efficiency. Collaborate with cross-functional teams to implement best practices and leverage technology to improve workforce planning and optimization.
. Customer Focus: Maintain a customer-centric approach in workforce management decisions, ensuring that service levels are consistently met or exceeded to enhance the customer experience.
. Professional Development: Engaging in continuous learning and professional development activities to enhance workforce management skills. This might include attending conferences, workshops, or pursuing certifications relevant to workforce development.
. At least a vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's/College Degree in any field.
. Minimum of 2 years' experience as a Workforce or Reporting Analyst in a Service Desk environment or related set-up.
. Willing to work in a shifting schedule (ex. Night shift, weekend shift, holidays, 24/7 Support)
. Willing to work 100% onsite when needed.
. Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.