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Workforce Reporting Analyst

4 weeks ago

Quezon City, Philippines Risewave Consulting Inc. Full time

Responsibilities

  • Send interval/hourly reports such as Attendance Report, Intraday Performance Report, Productivity Report, etc.
  • Track and document system issues and escalate when needed.
  • Monitor all real-time events that may impact service levels (SLs) and implement corrective actions.
  • Ensure all SLA commitments are consistently achieved.
  • Evaluate and respond to events affecting schedule adherence (e.g., absenteeism, late/early logins, system outages).
  • Conduct real-time monitoring of breaks, absenteeism, and non-adherence.
  • Process requests related to schedule changes, off-phone activities, and profile updates.
  • Communicate daily reports on service level performance to WFM and Operations leadership teams.
  • Escalate risks related to SLAs and take mitigation steps.
  • Serve as the main point of contact between WFM and Operations to maintain a strong partnership.
  • Perform other tasks assigned by the WFM Supervisor.
Qualifications
  • 2–3 years of experience in a Customer Service environment within WFM.
  • Previous experience as a Real-Time Analyst with reporting exposure.
  • Strong proficiency inMS Office (Excel – Power Query, Power Pivot, Data Modeling, Report Automation) andGoogle Suite .
  • High proficiency in both verbal and written English.
  • Strong analytical and problem-solving skills, with the ability to make real-time decisions.
  • Willing to workonsite in Eastwood .
  • Amenable tonight shift schedule withweekend rest days .
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