Digital Operations Analyst

1 day ago

Cebu City, Central Visayas, Philippines beBeeAnalysis Full time ₱900,000 - ₱1,200,000

Meaningful Work

Newfold Digital seeks a dedicated Workforce Management Analyst II to join its team.

This role is perfect for someone who wants to make a difference in the lives of millions of customers globally.

Key Responsibilities
  • Support our Customer Service Center by ensuring service levels are met on an hourly, daily, and weekly basis.
  • Analyze real-time patterns and make necessary adjustments in partnership with front-line leaders.
  • Optimize schedules, work shifts, breaks, meetings, and team huddles to maintain required coverage.
  • Provide feedback specific to workforce management opportunities and business needs or changes.
  • Monitor incoming queues and work with supervisors 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
  • Generate daily, weekly, and monthly KPI reports accurately and on time.
  • Monitor phone login compliance by agents.
  • Review schedules of operations.
  • Record email and call data, including KPI reports.
  • Ensure schedules are appropriately recorded and relayed to employees.
  • Coordinate with team leaders regarding their team's performance with attendance.
  • Ensure staffing is sufficient regardless of absences, lateness, and leaves by adjusting schedules or recommending overtime.
  • Analyze call volume in queue, answered, and abandoned calls to ensure KPIs and service levels are achieved.
  • Create an environment oriented to trust, open communication, and cohesive team effort.
  • Work 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 Newfold Digital.

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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