Workforce Analyst
7 days ago
We are looking for a Workforce Analyst to work for our client in Pasay.
This is an onsite role that follows a Shifting Schedule.
The salary is up to 34K based on experience and interview results.
Minimum Requirement of at least 1 year experience in Workforce Management and has Solid experience with Verint, CMS Avaya Supervisor and Microsoft Excel
Requirements:
- Candidate must possess at least a Bachelors/College Degree
- 1 year minimum experience in Workforce Management
- Excellent skills in scheduling and real-time time management a must
- Strong organizational skills to ensure critical timelines are met
- Accuracy and attention to details a must in this role
- Detail oriented with ability to deliver project deliverables with little supervision
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
- Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
- Flexible and willing to work in shift schedules
Must be very good with:
- Verint
- Microsoft Excel
Basic Functions:
- Generates schedules accordingly to meet the business requirements enabling superior customer service
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
- Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data
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