Real Time Analyst

1 day ago

Metro Manila Philippines Buscojobs Full time

Real Time Analyst Workforce (Wfm) (Eh 2228)

Mandaluyong, National Capital Region Accenture

Posted today

Job Description

Go through a faster and more convenient recruitment process today and be part of one of the biggest and most stable organizations in the world

Responsibilities
  • Acts as 1st level of escalation of Intraday Analysts in terms of misses in Service Level or challenges with Operations in executing real time action plans.
  • Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance.
  • Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations.
  • Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
  • Required to follow the planned data collection, including the types of data and time of data to be captured.
  • Automate reports to reduce inefficiencies by designing macros.
  • Takes the lead in coordinating with key stakeholders in deciding on real time action plans in consultation with Intraday Manager when needed.
  • Flawless execution of outage escalation process by displaying good communication skills and ensuring key stakeholders are informed.
  • Communicates interval performance, provides guidance and recommendations to Operations in planning for next steps to meet KPI.
Qualifications
  • Bachelor's degree holder
  • Must have at least 1 year work experience in Workforce Management
  • Ability to create and analyze quality reports
  • Experience in RTA, Scheduling, and/or Capacity Planning is an advantage
  • Experience in using WFM tools is an advantage (e.g. eWFM, IEX, CMS, Avaya, Blue Pumpkin, Aspect)
  • Knowledge in performing RCAs
  • Experience in Workforce Management: 1 year (preferred)
How to apply? Why join Accenture?
  • Competitive salary package, company bonuses, and performance incentives
  • Night differential
  • Loyalty, Christmas gift, Inclusion and diversity benefits
  • Paid sick and vacation leaves
  • Expanded maternity leave up to 120 days*
  • HMO coverage (medical and dental) from day 1 of employment
  • Life insurance
  • Employee stock purchase plan
  • Retirement plan
  • Flexible working arrangements
  • Accessible locations
  • Healthy and encouraging work environment
  • Career growth and promotion opportunities

*Terms and conditions apply

Experience

Workforce Management: 1 year (preferred)

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