Analyst Infrastructure Services

4 days ago

Quezon City, National Capital Region, Philippines DXC Technology Full time $104,000 - $130,878 per year

Job Description:

· Attendance Management. Ensure absences are captured and updated in the WFM tool.

· Schedule and break optimization. Revision due to absenteeism, unplanned activities, etc. Agents' huddles/coaching and other pull-outs needed should be scheduled and planned.

· Updates schedules and segment codes into the WFM tool to capture Ops leaders' valid and justified schedule exceptions. This involves sharing of analysis of the impact of the requested changes.

· Creation of daily/monthly standard WFM reports. This involves analytics of the KPI being reported.

· At least) Once a week meeting with Operations leaders to 1) review and discuss the account's performance on WFM-driven KPIs such as Attendance, Shrinkage, Adherence, Productivity, Occupancy, and Utilization, etc. 2) discuss strategies and action plans to comfortably meet telephony SLAs daily.

· Ensures alerts/red flags are being raised to Operations leaders for possible failure of end-of-day and/or end-of-month SLA based on the projected SLA targets. Adherence to schedule and other suspicious activities should be proactively shared as well.

· Monthly review of skills mapping to check the alignment between the telephony and WFM tools. Assisting in user profile creation in the WFM tool, if needed.

· Conduct AHT analysis to assess operational efficiency and inform staffing optimization when the desk exceeds AHT targets for at least one month, excluding increases due to new hires. Present findings and recommendations to account leadership and oversee the implementation of the action plan. If AHT exceeds the threshold by 2 minutes for three consecutive months, proactively enroll the account in the AHT improvement program.

· Conduct AHT Analysis to Premium and Standard accounts as defined in the WFM Gold Standards document.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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