Senior Executive-Workforce Management-WFM

5 days ago

Philippines EXL Full time ₱20,000 - ₱60,000 per year
Description

A Real-Time Analyst with MIS focuses on monitoring and analyzing real-time performance metrics within a Management Information System (MIS) to ensure optimal operational efficiency and service delivery. This role involves identifying trends, making data-driven recommendations, and collaborating with cross-functional teams to address challenges and improve processes. 

Responsibilities
  • Real-Time Monitoring:
    Continuously monitor key performance indicators (KPIs) within the MIS, including call volumes, chat volumes, agent availability, and service level adherenceAlert Management:
    Set up and manage real-time alerts for deviations from established performance thresholds, and respond promptly to mitigate potential issues. 
     
  • Resource Allocation:
    Dynamically allocate resources, such as agents and queues, to ensure optimal coverage during peak and off-peak hours. 
     
  • Data Analysis:
    Analyze real-time and historical data to identify trends, anomalies, and areas for improvement, and provide recommendations for enhancement. 
     
  • Reporting:
    Generate and distribute real-time reports to stakeholders, providing insights into current performance and potential issues. 
     
  • Collaboration:
    Collaborate with cross-functional teams, including supervisors and managers, to address challenges and implement solutions. 
  • Process Improvement:
    Identify opportunities for performance improvement and operational efficiency, and make data-driven recommendations to optimize processes. 
     
  • Workflow Management:
    Implement and manage real-time adjustments to workflows as necessary. 
     
  • Tool and Technology Support:
    Support the implementation and testing of new tools and technologies within the MIS. 
     
  • Compliance:
    Ensure adherence to established quality and compliance standards. 
     
  • Training:
    Assist in training team members on real-time monitoring and response protocols.
Qualifications
  • Strong analytical and problem-solving skills.
  • Ability to interpret data and identify trends and patterns.
  • Proficiency in using real-time monitoring tools and technologies.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and meet deadlines.
  • Experience with MIS systems and data analysis techniques.
  • Familiarity with workforce management principles and practices.
  • Knowledge of relevant industry standards and regulations.
  • Ability to work independently and as part of a team. 

  • Senior Executive-Workforce Management-WFM

    5 days ago

    Philippines EXL Full time ₱80,000 - ₱120,000 per year

    DescriptionA specialized WFM team member that is responsible in accurately generating and uploading an employee's work hours to ensure proper and on-time payroll processing in compliance with the company and local labor laws.ResponsibilitiesData Analysis: Analyze WFM and MIS data to ensure company and local labor law compliance.Timekeeping Calculations:...

  • Senior Executive-Workforce Management-WFM

    5 days ago

    Philippines EXL Full time ₱1,500,000 - ₱3,000,000 per year

    DescriptionWe are seeking a highly organized and detail-oriented WFM Analyst to join our team. The ideal candidate will play a crucial role in optimizing intra-day management and information flow within the organization, ensuring accuracy, efficiency, and timely reporting.ResponsibilitiesEfficiently manage intra-day staffing and service level.Provide timely,...

  • Senior Executive-Workforce Management-WFM

    5 days ago

    Philippines EXL Full time ₱1,200,000 - ₱2,400,000 per year

    DescriptionBasic FunctionsMonitors the queue real-time and analyzing data across different measures such as service levels or staffing interval requirements to implement Rules of engagement.Generates schedules accordingly to meet the business requirements enabling superior customer serviceAdjusts the schedules accordingly based on the actual scenarios and...

  • Senior Workforce Manager

    5 days ago

    Philippines TDCX Full time ₱1,200,000 - ₱2,400,000 per year

    #BeMore Do you aspire to have a rewarding career where you can thrive, grow, and achieve your career aspirations? Unlock your full potential at work with TDCX, a leading global BPO company.Work with the world's most loved brands and connect with inspiring, diverse people. Join our team and begin your journey to #BeMore Top reasons to work with...

  • Senior Executive-Workforce Management-WFM

    5 days ago

    Philippines EXL Full time ₱3,600,000 - ₱4,800,000 per year

    DescriptionResponsible for intra-day management processes for operations located in Cebu/Iloilo, Philippines. To achieve business service level objectives efficiently. Create and manage reports for internal and external customers.ResponsibilitiesEfficiently manage intra-day staffing and service level thru effective planning and scheduling.Provide timely,...

  • Senior Executive-Workforce Management-WFM

    5 days ago

    Philippines EXL Full time ₱6,000,000 - ₱8,000,000 per year

    DescriptionEXL ServiceSr. Executive- WFMBasic Functions•    Generates schedules accordingly to meet the business requirements enabling superior customer service.•    Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing.•    Monitors...

  • Assistant Manager-Workforce Management-WFM

    5 days ago

    Philippines EXL Full time ₱550,000 - ₱1,050,000 per year

    DescriptionJoin our team as a Workforce Management Assistant Manager, a pivotal role in ensuring operational excellence across our contact centers. You will support the WFM Manager in optimizing staffing strategies, developing accurate forecasts, and creating efficient schedules to meet key performance indicators (KPIs) and service level agreements (SLAs)....

  • Workforce Planning Senior Analyst

    3 weeks ago

    , , Philippines airbnb, Inc. Full time

    Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic...

  • Senior Executive-Workforce Management-WFM

    5 days ago

    Philippines EXL Full time ₱250,000 - ₱500,000 per year

    DescriptionBasic FunctionResponsible for creating, maintaining and publishing established reports.Roles and ResponsibilitiesManage, maintain, and improve reporting requirements for the campaign.Create dashboards and decks for business reviews and presentations.Acts as backup for the MIS AM;Knows basic automation of reports;Provides basic analysis to reports...

  • Specialist, Operational Workforce Management

    6 days ago

    Philippines IHG Full time ₱19,200 - ₱38,400 per year

    DescriptionRole PurposeA WFM professional that provides Operational WFM analytical support and consultative guidance around established WFM processes and procedures. Enabling and educating the Operational Teams on the proper use of established WFM policies and procedures to assist in leading the Operational Teams to optimize costs, revenue delivery, and...