Workforce Analyst

2 days ago

Pasay, National Capital Region, Philippines weSource Management Consultancy Firm Full time ₱14,400 - ₱38,400 per year


We are looking for a Workforce Analyst to work for our client in Pasay.

This is an onsite role that follows a Shifting Schedule.

The salary is up to 34K based on experience and interview results.

Minimum Requirement of at least 1 year experience in Workforce Management and has Solid experience with Verint, CMS Avaya Supervisor and Microsoft Excel

Requirements:

  • Candidate must possess at least a Bachelors/College Degree
  • 1 year minimum experience in Workforce Management
  • Excellent skills in scheduling and real-time time management a must
  • Strong organizational skills to ensure critical timelines are met
  • Accuracy and attention to details a must in this role
  • Detail oriented with ability to deliver project deliverables with little supervision
  • Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
  • Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
  • Demonstrate analytical, organizational, problem solving and creative thinking skills
  • Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
  • Flexible and willing to work in shift schedules

Must be very good with:

  • Verint
  • CMS Avaya Supervisor
  • Microsoft Excel

Basic 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 the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
  • Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data

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