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Reports Analyst

3 months ago


Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

Job Description:

Data Management: Collect, cleanse, and organize large datasets related to call volumes, agent performance, scheduling, and other workforce-related metrics.Reporting and Analysis: Develop and maintain regular reports and dashboards to track key performance indicators (KPIs), including service level attainment, average handle time, occupancy rate, adherence, and forecast accuracy.Performance Analysis: Analyze historical and real-time data to identify trends, patterns, and areas for improvement in call center operations, staffing, and resource allocation.Schedule Optimization: Assist in the development and optimization of agent schedules to ensure adequate coverage while balancing operational efficiency and agent preferences.Process Improvement: Identify opportunities to streamline workflows, automate processes, and enhance WFM systems and tools to improve efficiency and effectiveness.Stakeholder Communication: Communicate insights and recommendations to key stakeholders, including Operations, Management, and other functional teams, to support decision-making and drive continuous improvement initiatives.Training and Support: Provide training and support to WFM team members and other stakeholders on the effective use of WFM systems, tools, and best practices Qualifications:Preferably High school graduate or Associate's Degree or equivalent education/experience is considered an asset.Amenable to work onsite in Bridgetowne, Philippines - Exxa TowerAmenable to work nightshift/graveyard shift1-2 yrs experience handling WFM Real time management in a BPO environment with basic scheduling and reporting background.Intermediate to advanced knowledge in MS Office applications, particularly in MS ExcelKnowledgeable in using google suitesCan speak and write in English language fluentlyHas experience in using WFM tools such as IEX, CMS, eWFM, salesforce, etc. Experience in using Five9 and Verint applications is a plus but not requiredHighly analytical and good attention to detail