Operations Analyst

6 days ago

Davao City, Philippines Connext Full time

Join to apply for the Operations Analyst role at Connext . The Operations Analyst is responsible for ensuring seamless service delivery by monitoring team member utilization, addressing deviations in schedules, maintaining business continuity plans, and fostering a productive and cohesive team environment. Tasks and Responsibilities Monitor team member utilization using Uptime Monitoring tool and identify any inconsistencies in service delivery. Communicate schedule deviations, such as tardiness, absence, work interruptions, and shrinkage, to clients and stakeholders. Maintain business continuity plans and ensure the recovery of team members’ work while effectively communicating with stakeholders. Generate interval reports for attendance and business recovery, providing accurate and timely information. Monitor team member activities in real time using internal tools, providing leadership insights and driving performance. Proactively communicate and address deviations and changes, fostering productivity and quality while considering cost-effectiveness and employee morale. Foster team spirit and actively listen to peers and leaders, providing seamless coverage and support. Serve as a role model for punctuality and discipline, minimizing escalations within the teams. Raise the bar of delivery standards by innovating and creating long‑lasting, effective solutions for the team and operations. Promptly identify and address non‑adherence, conformance, and compliance issues related to work rules, schedules, and performance metrics. Perform comprehensive attendance management including monitoring the Attendance Line and Uptime Monitoring Tool. Provide ad‑hoc reporting for management as requested, maintaining, and updating attendance, absence, tardiness, and other relevant KPIs. Assist forecast in schedule creation, providing valuable floor reality insights to enhance planning accuracy. Qualifications At least one (1) year as Team Leader, Real‑Time Analyst, Reporting Analyst, Quality Analyst, or any BPO Support role experience. Proficient in Microsoft Excel particularly in reports automations (VBA and Macro) and template creation (e.g. Power Query, Power M, and Power Pivot). Critical thinker and enthusiastic learner. Clear and coherent in both verbal and written. Strong interpersonal skills with the ability to collaborate effectively with cross‑functional teams. Strong analytical skills with the ability to analyze data, draw insights, and make data‑driven recommendations. Ability to work in a demanding environment and handle multiple tasks simultaneously. Demonstrate ability to drive performance and meet targets while maintaining a positive team spirit. Ability to collaborate within a team environment, offering support and assistance to all members of the team. Proficient in complex data analysis, including intricate reports, and transforming data from multiple resources. Knowledgeable with using Power BI and database management. Benefits Overtime Pay Holiday Pay 25% Night Differential Perfect Attendance Bonus 20 days Paid Time Off per year HMO for Employee and dependents Group Life Insurance - PHP 300,000 Annual Merit Increase 13th Month Pay Mid‑Year Bonus #J-18808-Ljbffr

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