Workforce Management Analyst II

4 weeks ago

Cebu City, Central Visayas, Philippines Newfold Digital Full time

Who we are.
Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands, including Bluehost, HostGator, , Network Solutions, and We help customers of all sizes build a digital presence that delivers results, with extensive product offerings and personalized support. The strength of our company lives in the intersection of our people, our customers, and our brands.

In this role, you will be responsible for supporting our Customer Service Center ensuring service levels are met on an hourly, daily, and weekly basis. You will analyze real time patterns and make necessary adjustments in partnership with front line leaders. You'll be playing a critical role in ensuring schedules, work shifts, breaks, meetings, and team huddles are continually optimized to maintain the required coverage. You will also be positioned to provide feedback specific to workforce management opportunities and business needs or changes, monitor incoming queues and work with supervisor and managers to ensure representatives are available for support and adjustments are made to resource allocation to meet service level goals.

What you'll do & how you'll make your mark
  • Generates daily, weekly and monthly KPI reports accurately and on-time
  • Monitors phone login compliance by agents
  • Reviews schedules of the operations
  • Records email and call data including KPI reports
  • Ensures schedules are appropriately recorded and relayed to employees
  • Coordinates with team leaders regarding their team's performance with attendance
  • Ensures staffing is sufficient regardless of absences, lateness and leaves by adjusting schedules or recommending overtime
  • Analyzes call volume in queue, answered and abandoned calls to ensure KPIs and service levels are achieved
  • Creates an environment oriented to trust, open communication and cohesive team effort
  • Works closely with team and fellow colleagues and with Team Leaders, Support Managers and Training Staff
Who you are & what you'll need to succeed
  • At least 1 year of experience as a WFM
  • Basic understanding of Internet principles, terminology, and functionality
  • Typing skills of 45 wpm
  • Proficiency in Word, Excel, and Windows
  • Strong analytical, critical thinking, research, and problem-solving skills
  • Ability to work under pressure and render extra time to finish reports
  • Proactive in providing suggestions to improve current processes
Why you'll love us
  • Work-life balance. Our work is meaningful, and we value balance.
  • Culture of diversity and inclusion with programs for learning and development; 20+ affinity groups for network and connection.
  • Comprehensive benefits and well-being support, including health plans and bonuses.
  • Opportunities to learn different aspects of the business, be challenged with new tasks, and grow your career with #teamnewfold.

Note: This job description includes essential job functions and may not be an exhaustive list of duties. The company reserves the right to revise the description at any time and to require the employee to perform additional functions as needed.


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