Real Time Data Analyst

2 weeks ago

Angeles City, Central Luzon, Philippines dnata Travel Group Full time
Job Description

We are seeking a highly skilled Real Time Data Analyst to join our team at dnata Travel Group.

As a key member of our Workforce Management team, you will be responsible for ensuring the smooth operation of our scheduling processes. Your primary focus will be on analyzing and optimizing intraday performance, identifying areas for improvement, and implementing solutions to enhance productivity and efficiency.

You will work closely with operations teams to enforce schedule adherence and call time threshold guidelines. In this role, you will also serve as a subject matter expert for Real Time Analyst functions, helping to develop and train Workforce Management staff to meet contractual obligations and maximize staff retention.

In addition, you will be responsible for internal and external audit management through effective processes and controls. You will also provide backup support for scheduling specialists and conduct training sessions to share best practices and facilitate knowledge transfer within the team.

  • Key Responsibilities:
  • Extract, organize, and present data to maximize the functionality of WFM applications and manual platforms (Microsoft Excel reporting)
  • Work as a Subject Matter Expert for Real Time Analyst functions
  • Help develop Workforce Management staff in order to enhance performance delivery, meet contractual obligations, and maximize staff retention
  • Internal and external Audit Management through effective processes and controls
  • Be a scheduling specialist backup
  • Conduct/attend trainings, share best practices, and facilitate knowledge transfer sessions to other Workforce Management members
  • Intraday Management:
  • Manage intraday activities on volume, Key Process Indicator, and productivity activities in both front and back office-operating environment
  • Conduct full root-cause analysis on operational performance by turning findings into robust improvement plans
  • Effectively manage and respond to the variability of intraday management
  • Escalation Management:
  • Function as a 1st level of escalation on misses of Intraday Analysts in misses in Service Level and challenges with Operations in executing real-time action plans
  • Function as 1st level of escalation on reporting inquiries and in troubleshooting reports; provide inputs in terms of conceptualizing intraday reports that will drive efficiency

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