Lead Associate

3 weeks ago


Quezon City, Philippines Manpower Core Group Inc. Full time

Key skills
Workforce Management
Data Analysis
MIS Reports
Analytical
Dashboards
Excellent Communication
Presentation Skills
MS Office Advanced Proficiency

Job Title: Lead Associate - WFM
Campaign: Banking & Financial Services
Work set-up: Onsite, Quezon City
Work schedule: To be discussed
Salary: PHP 35k - 45k
Target start date: ASAP

QUALIFICATIONS:

• With at least 2 years Workforce management experience particularly in data analysis, Reporting /MIS tasks.
• Strong analytical and problem-solving skills, with the ability to interpret complex data sets and generate actionable insights.
• Can create Reports / Dashboards from scratch (not template driven)
• Excellent communication and presentation skills, with the ability to effectively communicate technical information to non-technical stakeholders.
• Advanced to expert knowledge in MS Office tools particularly MS Excel / Google Sheet
• Experience in handling accounts that run Service Level / Occupancy / Line Adherence / Billable Hours.
• Can handle multiple concurrent tasks while under pressure

JOB DESCRIPTION:

• Data Management: Collect, cleanse, and organize large datasets related to call volumes, agent performance, scheduling, and other workforce-related metrics.
• Reporting and Analysis: Develop and maintain regular reports and dashboards to track key performance indicators (KPIs), including service level attainment, average handle time, occupancy rate, adherence, and forecast accuracy.
• Performance Analysis: Analyze historical and real-time data to identify trends, patterns, and areas for improvement in call center operations, staffing, and resource allocation.



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