workforce: real time analyst

16 hours ago

Taguig, National Capital Region, Philippines iOPEX Technologies Full time $40,000 - $60,000 per year

About the role

iOPEX Technologies Philippines Inc. is seeking a talented Workforce: Real-Time Analyst to join our dynamic team in Taguig City, Metro Manila. As a full-time team member, you will play a crucial role in optimizing our workforce management processes and ensuring exceptional customer experiences.

What you'll be doing

  • Closely monitor and analyse real-time contact center performance data to identify trends and opportunities for improvement
  • Provide actionable insights to managers and leaders, enabling them to make informed decisions about staffing, scheduling, and resource allocation
  • Collaborate with cross-functional teams to implement workforce optimization strategies and enhance overall contact center efficiency
  • Develop and maintain comprehensive reports and dashboards to track key performance indicators and facilitate data-driven decision making
  • Continuously seek ways to refine forecasting models and improve the accuracy of workforce planning
  • Provide training and support to contact center agents, empowering them to deliver exceptional customer service

What we're looking for

  • Minimum of 2 years of experience in workforce management, real-time analysis, or a related field
  • Strong analytical skills and proficiency in data analysis, reporting, and visualization tools
  • Excellent problem-solving and critical thinking abilities, with a keen eye for detail
  • Familiarity with contact center operations, workforce planning, and performance management
  • Demonstrated ability to work collaboratively in a fast-paced, dynamic environment
  • Strong communication and interpersonal skills, with the ability to effectively present insights to stakeholders

What we offer

  • Competitive compensation package with opportunities for career growth and development
  • Comprehensive health and wellness benefits, including medical insurance and wellness programs
  • Opportunities to contribute to the success of a rapidly growing technology company
  • Supportive and inclusive work culture that values teamwork and innovation

About us

iOPEX Technologies Philippines Inc. is a leading provider of innovative business process outsourcing (BPO) solutions. With a strong focus on customer experience, we empower our clients to achieve their strategic objectives through our cutting-edge technology and dedicated team of professionals. Join us as we continue to redefine the standards of excellence in the BPO industry.

Apply now

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