Workforce Real Time Analyst

1 week ago

Quezon City Central Post Office, Philippines Comrise Full time
  • Key Responsibilities
  • Send interval/hourly reports such as Attendance Report, Intraday Performance Report, and Productivity Report.

Qualifications

  • 1–2 years of experience in a Customer Service environment, specifically in Workforce Management.
  • Strong background in Real-Time Analysis and Reporting.
  • Proficient in MS Office (Excel – Power Query, Power Pivot, Data Modeling) and Google Suite.
  • Excellent verbal and written English communication skills.
  • Amenable to onsite work in Eastwood, night shift, and weekend rest days.
  • Strong problem-solving skills with the ability to make real-time decisions.
  • Track and escalate system issues that may impact service levels.
  • Monitor and resolve issues affecting SLAs, taking appropriate mitigation steps.
  • Perform oversight responsibilities to ensure SLA compliance.
  • Evaluate events impacting schedule adherence (e.g., absenteeism, system outages).
  • Conduct real-time monitoring of schedule deviations (breaks, absenteeism, late/early logins, non-adherence).
  • Manage real-time requests for schedule changes, off-phone activities, and profile adjustments.
  • Provide daily reports to WFM and Operations leadership teams on Service Level performance.
  • Act as the primary liaison between WFM and site operations, maintaining a strong partnership.
  • Initiate escalation processes for system outages and SLA risks.
  • Perform other tasks assigned by the WFM Supervisor.

Job Type: Full-time

Pay: Php35,000.00 per month

Benefits:

  • Health insurance

Application Question(s):

  • How much are your salary expectations?
  • Are you willing to work onsite in Eastwood? (Yes/No)
  • Are you amenable to work nightshift? (Yes/No)

Experience:

  • Customer Service environment in WFM: 1 year (Required)
  • Real-time Analyst and Reporting tasks: 1 year (Required)
  • Report automation (Power Query, Power Pivot, Data Modeling): 1 year (Preferred)

Work Location: In person

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