Workforce Operations Analyst Lead

1 month ago

Manila, National Capital Region, Philippines Neksjob Full time
Job Summary
We are seeking an experienced Workforce Operations Analyst Lead to join our team at Neksjob. As a key member of our workforce management team, you will be responsible for providing critical support to our Intraday Analysts and Operations teams. The successful candidate will have a strong understanding of workforce management principles and practices, as well as excellent analytical and problem-solving skills.

About the Role
In this role, you will serve as the first point of escalation for Intraday Analysts in terms of misses in Service Level (SL) or challenges with Operations in executing real-time action plans. You will also function as the first point of escalation for reporting inquiries or troubleshooting of reports. Additionally, you will provide input to the WFM team on conceptualizing intraday reports that drive efficiency to the team and help improve Operations performance.

Responsibilities
Key responsibilities of this role include:
  • Providing input to the WFM team on conceptualizing intraday reports that drive efficiency to the team and help improve Operations performance.
  • Serving as the first point of escalation for Intraday Analysts in terms of misses in Service Level (SL) or challenges with Operations in executing real-time action plans.
  • Functioning as the first point of escalation for reporting inquiries or troubleshooting of reports.
  • Generating performance reports and providing input and recommendations on reporting and analysis based on performance trends.
  • Automating reports to reduce inefficiencies by designing macros.

Requirements/ Qualifications
To be considered for this role, you must possess the following qualifications:
  • A minimum of 6 months to 1 year of experience in Real-Time Analytics (RTA).
  • A good understanding of MS Office (Word, Excel, PowerPoint) is required.
  • No specific tool requirement, but experience in WFM Tools (e.g., eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect) is a plus.
  • An open-minded and flexible attitude towards adapting to new tools and technologies.

Estimated Salary Range: $45,000 - $65,000 per annum.
Note: The estimated salary range provided above is based on industry standards and may vary depending on factors such as location, experience, and qualifications.

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