Reports Analyst Team Leader

2 weeks ago

Manila, National Capital Region, Philippines HCL Technologies Philippines Inc Full time

The WFM/MIS Lead will be responsible for leading and overseeing the Workforce Management (WFM) and Management Information Systems (MIS) processes within the organization. This role will focus on optimizing resource planning, improving operational efficiency, and driving data-driven decision-making through accurate and timely reporting.

Key Responsibilities:

  1. Workforce Management (WFM):
    1. Ensure the timely and accurate allocation of resources based on workload predictions and staffing needs.
    2. Monitor and track agent performance, including attendance, productivity, and other key performance indicators (KPIs).
    3. Implement shift scheduling strategies to improve operational efficiency while ensuring employee satisfaction.
    4. Maintain and monitor key metrics for operational performance and implement corrective actions when necessary.
  2. Management Information Systems (MIS):
    1. Lead the design and maintenance of MIS systems and dashboards, ensuring the availability of accurate, real-time data for decision-making.
    2. Develop and produce regular and ad hoc reports for management, providing insights into workforce performance, resource utilization, and other critical metrics.
    3. Collaborate with cross-functional teams to gather requirements and provide data insights that support business objectives.
    4. Analyze data to identify trends, issues, and opportunities for improvement.
    5. Provide actionable recommendations based on data analysis to senior management and operations teams.
  3. Team Leadership and Stakeholder Management:
    1. Lead and manage a team of analysts to ensure high-quality reporting, forecasting, and scheduling outputs.
    2. Collaborate closely with HR, Operations, and IT departments to align workforce management strategies with business goals.
    3. Provide training and guidance to the team on WFM and MIS tools and processes.
    4. Act as the primary point of contact for all workforce and MIS-related queries, working closely with internal stakeholders.
  4. System and Tool Management:
    1. Oversee and manage WFM software and tools, ensuring they are configured and used effectively.
    2. Identify opportunities for automation and process improvement within the WFM and MIS functions.
    3. Troubleshoot system issues and collaborate with IT for timely resolution.

Skills and Qualifications:

  1. Education: Bachelor's degree in Business, Operations Management, IT, or a related field.
  2. Experience:
    1. Minimum of 5 years of experience in Workforce Management (WFM) and MIS, with at least 2 years in a leadership or managerial role.
    2. Proven experience with WFM software (e.g., NICE, Verint, etc.) and data analytics tools (e.g., Excel, SQL, Tableau).
    3. Strong understanding of workforce planning, scheduling, and resource optimization in a contact center or similar environment.
    4. Experience in designing and delivering management reports and dashboards.
  3. Skills:
    1. Strong analytical and problem-solving abilities with attention to detail.
    2. Excellent communication skills, with the ability to present data and recommendations to senior management.
    3. Ability to work under pressure and manage competing priorities.
    4. Knowledge of operational metrics and KPIs for monitoring team and individual performance.
  4. Technical Skills:
    1. Proficiency in Microsoft Excel (advanced), SQL, and Business Intelligence (BI) tools.
    2. Experience with workforce management software and reporting tools.
    3. Familiarity with scripting, automation, and data integration technologies is a plus.

Behavioral Competencies:

  1. Leadership: Able to lead and motivate a team to achieve goals.
  2. Problem-Solving: Strong ability to analyze complex data and implement solutions.
  3. Teamwork: Collaborative mindset with a focus on cross-departmental communication.
  4. Adaptability: Capable of managing change in a fast-paced, evolving environment.
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