Workforce Management Analyst

2 days ago

Manila, Philippines Neksjob Corporation Full time

Job Description:
Support & Escalation Management:
Act as the first point of escalation for Intraday Analysts concerning missed service levels (SLs) or challenges in real-time planning execution.
Serve as the initial escalation contact for reporting inquiries and troubleshooting issues related to performance reports.
Collaborate with the Workforce Management (WFM) team to conceptualize and develop intraday reports, enhancing operational insights and efficiency.
Training & Knowledge Transfer:
Conduct training sessions and knowledge transfer activities for new WFM members, ensuring familiarity with tools and processes.
Act as the primary contact for Real-Time Analysts (RTAs) and Operations for WFM-related questions and support.
Reporting & Analysis:
Generate performance reports while providing data-driven insights, trends analysis, and actionable recommendations.
Follow scheduled data collection timelines, ensuring accurate and appropriate data types and reporting.
Automate reporting processes by designing and implementing macros, improving efficiency and accuracy.

Job Qualifications:
Open to college undergraduates with relevant experience (both BPO and non-BPO backgrounds).


6 months to 1 year of experience as a Real-Time Analyst (RTA); prior WFM experience is a plus but not mandatory.


Proficiency in MS Office Suite (Word, Excel, PowerPoint).


Familiarity with Workforce Management tools (e.g., scheduling tools, reporting platforms) is a plus but not required.


No formal exam or assessment required.


Open to individuals currently engaged in interim or ad-hoc workforce tasks.



Ready to bring your analytical skills, operational insights, and problem-solving expertise to a dynamic environment? Join a team where your contributions will drive efficiency, performance, and teamwork success

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