Workforce Scheduling Analyst

4 weeks ago

Angeles, Philippines Universal Access and Systems Solutions Inc. Full time

Overview

MIS - Data Reports and Real Time Analyst role with responsibilities for scheduling, data integrity, reporting, and stakeholder communication within a Clark Pampanga/Clark Freeport and Special Economic Zone setting.

Responsibilities
  • Ensure schedules are generated on a regular basis to maximize efficiency of resources
  • Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations
  • Provide and maintain Intra-day Performance reports
  • Ensure data integrity within WFM system
  • Capture, store, and report on historical statistics
  • Provide and create New Hire and Department Shift Bids
  • Establish and maintain communication channels to ensure scheduling and resources are met
  • Provide various WFM Presentations such as New Hire Presentation and Department Quarterly Reviews
Required Qualifications
  • Must have strong mathematical and statistical skillset to maintain accurate data reporting
  • Must have data analysis experience capturing, storing and reporting historical statistics
  • ACD/Call routing knowledge
  • Expert knowledge of Excel, use of pivot tables and formulas
  • Forecasting call volume and workload trends
Advantage Qualifications & Experience
  • 1-3 years of Workforce Management experience using WFM software with a preference for Aspect WFM
  • 2-3 years of Excel experience with intermediate knowledge of formula definitions
  • 1-3 years of Data Analysis experience capturing, storing and reporting historical statistics (call)
  • 3-5 years working in a Call Center environment (75+ seat contact center)
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Project Management and Information Technology
Industries
  • IT Services and IT Consulting

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Clark Freeport and Special Economic Zone, Central Luzon, Philippines 2 days ago

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