Workforce Management Analyst II

3 days ago

Cebu City, Central Visayas, Philippines Web Full time

Who we are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our portfolio includes prominent brands such as Bluehost, HostGator, Domain.com, Network Solutions, Register.com, and Web.com. We help customers of all sizes build a digital presence that delivers results, offering extensive products and personalized support. Our strength lies in the collaboration between our people, customers, and brands.

Role Overview:

In this role, you will support our Customer Service Center to ensure service level agreements are met. You will analyze real-time patterns, adjust schedules, work shifts, breaks, and meetings to optimize coverage, and provide feedback on workforce management opportunities and business needs. Monitoring queues and coordinating with supervisors and managers to ensure adequate staffing are also key responsibilities.

Responsibilities:

  • Generate accurate daily, weekly, and monthly KPI reports on time.
  • Monitor phone login compliance by agents.
  • Review operational schedules.
  • Record email and call data, including KPI reports.
  • Ensure schedules are communicated effectively to employees.
  • Coordinate with team leaders on performance and attendance.
  • Adjust staffing levels to cover absences, lateness, and leaves, including overtime suggestions.
  • Analyze call volume and performance metrics daily to meet service levels.
  • Foster an environment of trust, open communication, and teamwork.
  • Collaborate closely with team members, team leaders, support managers, and training staff.

Qualifications:

  • At least 1 year of experience in Workforce Management.
  • Basic understanding of Internet principles, terminology, and functionality.
  • Typing speed of 45 WPM.
  • Proficiency in Word, Excel, and Windows.
  • Strong analytical, critical thinking, research, and problem-solving skills.
  • Ability to work under pressure and complete reports timely, including overtime if needed.
  • Proactive in suggesting process improvements.

Why You'll Love Us:

  • Work-life balance in a meaningful, exciting work environment.
  • Celebration of diversity and inclusion, fostering a culture of belonging with numerous affinity groups.
  • Comprehensive benefits including competitive HMO, Punctuality Bonus, generous vacation policies, and family support programs.
  • Opportunities for learning, growth, and career development across different aspects of the business.

Note: This job description covers essential functions and may be revised at any time. The company reserves the right to assign additional duties as needed.

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