Now Hiring Workforce Management Analyst

2 days ago

Taguig, Philippines Neksjob Corporation Full time
Job Description:
-Support & Escalation Management:
-Act as the first point of escalation for Intraday Analysts concerning missed service levels (SLs) or challenges in real-time planning execution.
-Serve as the initial escalation contact for reporting inquiries and troubleshooting issues related to performance reports.
-Collaborate with the Workforce Management (WFM) team to conceptualize and develop intraday reports, enhancing operational insights and efficiency.
-Training & Knowledge Transfer:
-Conduct training sessions and knowledge transfer activities for new WFM members, ensuring familiarity with tools and processes.
-Act as the primary contact for Real-Time Analysts (RTAs) and Operations for WFM-related questions and support.

Reporting & Analysis:
-Generate performance reports while providing data-driven insights, trends analysis, and actionable recommendations.
-Follow scheduled data collection timelines, ensuring accurate and appropriate data types and reporting.
Automate reporting processes by designing and implementing macros, improving efficiency and accuracy.

Job Qualifications:
-Open to college undergraduates with relevant experience (both BPO and non-BPO backgrounds).
-6 months to 1 year of experience as a Real-Time Analyst (RTA); prior WFM experience is a plus but not mandatory.
-Proficiency in MS Office Suite (Word, Excel, PowerPoint).
-Familiarity with Workforce Management tools (e.g., scheduling tools, reporting platforms) is a plus but not required.
-No formal exam or assessment required.
-Open to individuals currently engaged in interim or ad-hoc workforce tasks.

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