WFM Capacity Analyst in Pasig at The Results Companies LLC

Date Posted: 11/12/2019

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Job Description

Company Overview

Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

  • Healthcare
  • Insurance
  • Wireless Telecommunications
  • Financial Services
  • Energy
  • Education
  • Subscriber Based Entertainment
  • Tax Services
  • Retail
  • Cable/MSO

    Vision Statement

    Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

    Driven by our \"expect greater\" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

    The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

    Position Overview

    The WFM Capacity Analyst provides vision and leadership to the Results Organization in WFM areas such as: Forecasting, Capacity and Analysis. The WFM Capacity Analyst will support processes to maximize work flow while minimizing causes of client and customer dissatisfaction.

    Duties and Responsibilities

    • Develops capacity management processes and standards
    • Ensures that capacity plans are generated and delivered in a timely and precise fashion
    • Validates that there is adequate capacity regarding seating and extensions to meet required levels of service, ensures that resource capacity is optimized
    • Resolves, leads, and contributes to the resolution of immediate and longer term capacity issues
    • Responsible for managing and approving extension requests and optimizing existing extensions
    • Oversees training schedule is satisfactory for capacity
    • Assists in providing admin support for IEX Total View setup and maintenance
    • Responsible for managing the implementation of new programs from a capacity planning perspective
    • Provides enterprise level ad-hoc reports regarding workforce management
    • Facilitates, leads, and participates in weekly and monthly meetings with IT, Account
    • Executives and Directors to communicate and resolve capacity concerns.
    • Partners closely with Global Resource Planners to ensure data accuracy regarding staffing and forecasted planning in regards to capacity reporting.
    • Supports an environment that encourages co-workers to exceed customers' expectations
    • Ensures that all reference materials are up to date
    • Recommends and supports benchmarking using metrics, industry standards and original concepts


    • 2+ years previous Contact Center WFM experience.
    • Must be highly-proficient on computers, Excellent knowledge and use of word processing, spreadsheets, and database systems
    • Experience in with WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
    • Broad knowledge of inbound contact center environment
    • Must possess exceptional verbal and written communication skills
    • Must be able to multi-task in a professional & courteous manner
    • Superb Listening, probing, negotiation and de-escalation skills needed
    • Must have analytical and troubleshooting expertise
    • Ability to provided on-call s support, and work a flexible schedule
    • Must be able to work various shifts, including holidays in a 24x7 operating environment

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