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Call Center Performance Analyst

2 weeks ago

Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

Call Center Performance Analyst:

We are seeking a highly skilled Call Center Performance Analyst to join our team at WNS Global Services, Inc. In this role, you will be responsible for compiling and disseminating reports on volume, efficiency, production hours, and daily performance summaries.

Key Responsibilities:

  • Compile, summarize, and disseminate various reports including volume, efficiency, production hours, and daily performance summaries
  • Monitor adherence to ensure performance is within pre-set parameters and collaborate with supervisors to resolve schedule adherence issues
  • Provide real-time monitoring of call center activities including service levels and schedule adherence
  • Assist in coordinating call center activities with management teams
  • Efficiently manage call volume and labor resources for inbound, outbound, and workflow operations

Requirements:

  • Bachelor's Degree in a recognized technical, engineering, scientific, or managerial discipline
  • At least 1 year of previous experience with data analysis
  • 2+ years of Workforce Management functions experience preferred
  • Amenable to work onsite in Eastwood, Quezon City
  • Able to work in shifting schedules
  • Good organizational and communication skills
  • Proficient in MS Office apps (MS Excel/Word/Power Point)