Workforce Reporting Analyst

3 days ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Key Responsibilities

  • Send interval/hourly reports such as Attendance Report, Intraday Performance Report, and Productivity Report.
  • 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.

Qualifications

  • 2–3 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.

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