Workforce Operations Analyst

1 week ago


Taguig, National Capital Region, Philippines IOPEX Technologies Philippines - Taguig Full time

We are seeking a skilled Workforce Operations Analyst to join our growing team at IOPEX Technologies Philippines in Taguig. This is an exciting opportunity for someone who thrives in fast-paced environments and has a strong analytical mindset.

About the Role

This role is responsible for ensuring that service level agreements for various programs are met. As a Workforce Operations Analyst, you will oversee call volume, daily attendance, and program break schedules. Your primary goal is to facilitate effective monitoring of programs assigned to you, maintaining interval and day-wise service levels through off-the-phone activity and break management.

Responsibilities
  • Facilitate monitoring of various programs assigned to you, ensuring that service levels are met through proactive off-the-phone activity and break management.
  • Provide regular updates on current queue status and inform operations teams of necessary actions to mitigate service level shortfalls.
  • Maintain accurate attendance reporting and ensure data consistency.
Requirements
  • Strong understanding of Service Level Management principles.
  • Proven experience in real-time schedule management with operations personnel at various levels.
  • Advanced skills using Microsoft Excel, including formatting, logical functions, and data analysis.
  • Ability to prioritize tasks under tight deadlines, maintain composure in critical situations, and communicate effectively with stakeholders.
What We Offer

We provide a competitive salary package, ranging from PHP 50,000 to PHP 70,000 per month, depending on your qualifications and experience. Our company offers exciting employee engagement activities, opportunities for growth, and benefits such as HMO, leave credits, night differential, and uncapped annual appraisals. Join us and be part of a dynamic team driving innovation in workforce management solutions.



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