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WFM Compliance Analyst

1 month ago

Manila, National Capital Region, Philippines Hopper Full time

The WFM Compliance Analyst is vital in ensuring that our Customers receive support from the right agent at the right time. They also ensure that this is done as efficiently as possible.

The WFM Compliance Analyst will work directly with Hopper's Outsourced Service Providers to ensure that they are scheduling the right number of agents across the right skills. They will also look at historical metrics like "line adherence" in order to ensure that the OSP's are successfully managing their employees in order to follow those schedules.

Their mission will be to support Hopper's primarily outsourced Service Delivery Teams to successfully meet its performance targets while optimizing the utilization of people resources to ensure scalable customer satisfaction.

What would your day-to-day look like
  • The day to day activities of the WFM Compliance Analyst will be a mix of:
  • Attending meetings to act as a subject matter expert on scheduling and staffing issues with our Outsourced Service Providers
  • Digging deep into reporting to investigate staffing challenges and opportunities
  • Creating new reporting to drive efficiencies through new insights and KPI's
  • Assessing bottlenecks in work processes within teams to streamline and simplify workflows
  • Coordinating with team members to execute new ideas or approaches and achieve process improvement goals
  • Monitoring the team's tracking and analysis of contact volumes and arrival patterns, identifying trends
  • Reforecasting required staffing levels and working with OSP partners to match their output to Hoppers requirements
An ideal candidate has
  • Material experience in scheduling and real-time analysis for omnichannel contact centers
  • Stakeholder Management experience to act as a single point of contact for WFM scheduling support
  • Proficiency in Tableau (or similar tools like QlikView or Looker)
  • Experience with Amazon Connect
  • Proven ability to communicate recent trends to an audience and drive them to course correct swiftly
  • You know how to share your opinions clearly, thoughtfully, and with empathy
  • Enthusiasm and curiosity for conducting research, driving performance targets, understanding business drivers, and answering complex operational challenges with data
  • Proficiency in SQL is a plus
Benefits
  • Well-funded and proven startup with large ambitions, competitive salary
  • Hopper covers 100% of the cost for employees, and up to two dependents, for employer sponsored health insurances
  • Hopper covers 100% of premiums for supplemental accident and life liability insurances, to provide benefits for you and your loved ones from day one
  • Unlimited PTO
  • Hopper provides a monthly allowance to assist with costs of internet utility
  • Hopper provides the 13th month salary for PHL employees in the month of December
  • Carrot Cash travel stipend
  • Hopper will apply the De Minimis benefit for dependent medical, rice subsidy, uniform/clothing, medical assistance and laundry allowances
  • Entrepreneurial culture where pushing limits and taking risks is everyday business
  • Open communication with management and company leadership. Small, dynamic teams = massive impact
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