Workforce Planning and Insights Analyst Job Hiring in Fiji Islands for Centrecom PTE Limited

Career Opportunities in Fiji Islands!

Job Vacancy: Workforce Planning and Insights Analyst
Employer/Company: Centrecom PTE Limited
DMW Registration / Accreditation No.: 10469447
Job Location: Fiji Islands

Centrecom PTE Limited, a global BPO company in the Republic of Fiji, is looking for an experienced leader to oversee workforce efficiency and performance. 

Workforce Planning and Insights Analyst

Qualifications:

• 3–5 years of experience in workforce planning, data analysis, or business intelligence roles within BPOs, or service delivery environments
• Bachelor’s degree in Statistics, Mathematics, Business Analytics, Operations Management, or a related field
• Postgraduate qualification (e.g., Master’s in Data Science, Business Intelligence, or Workforce Strategy) is highly desirable
• Experience working in multi-site or global operations is a strong advantage
• Proven track record in forecasting, scheduling, and performance reporting

Responsibilities:

• Develop and maintain accurate forecasts of information volumes and staffing requirements across all global centers.
• Monitor real-time operational performance, making proactive staffing or routing adjustments to ensure service level targets are met.
• Collaborate with regional analysts and local managers to achieve optimal resource allocation.
• Maintain and optimize telephony platforms, including call routing logic and configurations.
• Investigate and resolve call routing discrepancies or performance anomalies in a timely manner.
• Ensure full adherence to all contractual service level agreements (SLAs) across regions.
• Monitor global operational metrics and initiate timely corrective actions to address variances.
• Participate in daily operations calls, escalating potential risks or service challenges proactively.
• Develop both short-term and long-term forecasts based on historical data trends and current business inputs.
• Provide monthly staffing plans, including training schedules and skills deployment timelines.
• Maintain updated intraday forecasts and planning models to optimize break schedules and manage shrinkage.
• Generate and deliver daily / weekly performance dashboards, end-of-month reporting, and full-time equivalent (FTE) utilization updates.
• Support annual and quarterly budget planning through detailed headcount modelling.
• Analyse performance data, seasonal trends, and operational metrics to identify opportunities for process improvement.
• Deliver statistical reports and actionable insights to support strategic business decisions.
• Liaise with internal and external stakeholders to report on key performance indicators and propose recommendations for optimization.
• Provide analytical support to Sales and Marketing teams in evaluating new business opportunities or client proposals.
• Collaborate with departments such as IT, HR, and client teams to manage operational transitions and system changes.
• Actively participate in cross-functional meetings and contribute to the development and execution of strategic initiatives.
• Ensure alignment of agent schedules with training plans, skill requirements, and evolving business needs.
• Requirement Accuracy Rate: % of requirements that result in successful implementation without rework.
• Data Analysis Accuracy: % of reports or insights delivered without errors or data discrepancies
• Turnaround Time: Average time taken to complete analysis, reports, or requirements documentation.
• Project Delivery Timeliness: % of deliverables completed on or before agreed deadlines.
• Response Time to Requests: Speed in responding to ad hoc data or analysis needs from stakeholders.
• Process Improvement Impact: Number or value of processes optimized (e.g., cost reduction, time saved).
• Business Insight Adoption: % of recommendations that are implemented or acted upon by decision-makers.
  KPI Uplift from Insights: Measurable performance improvement as a result of delivered insights (e.g., improved NPS, reduced churn, higher sales conversion).
• Strong analytical and quantitative skills
• Proficiency in workforce management systems and data tools (e.g., Excel, SQL, BI tools like Power BI,
  Tableau).
• Excellent communication and stakeholder management
• Ability to interpret complex data and provide actionable insights

Requirements:

• Update and detailed Resume in Word format or PDF with a picture
• Employment Certificate
• Training Certificate
• Passport Copy

Walk-in applicants can visit us at:
Questcore Inc.
Address: Unit 701-702, Pryce Center Building, 1179 Chino Roces Avenue corner Bagtikan St., San Antonio Village, Makati

For manpower pooling only
No fees in any form and/or purpose will be collected from the applicants.
Beware of illegal recruiters and Human Trafficker.