BPO Workforce Analyst

3 hours ago

Angeles City, Central Luzon, Philippines Private Advertiser Full time ₱2,000,000 - ₱3,000,000 per year

Responsibilities:

  • Manage real-time staffing versus calls - provide insight as to staffing variances (schedule adherence, attendance), abandons, % to forecasts, SLA, AHT, and contact drivers. Should know how each of these elements ties together.
  • Send out hourly interval and end of day reports on all factors impacting service levels in relation to handling contacts.

Requirements:

  • At least 1 year experience doing RTA and reporting work in a BPO setting (FTE count more than 500, 24/7 operations with stringent WFM SLA's, i.e Abandons not more than 3%, SLA 90% in 30 sec).
  • Preferably 1-4 years experience employees specializing in actuarial science/statistics or equivalent.
  • Candidate must possess at least a Bachelor's/College Degree, Mathematics, Business Studies/Administration/Management, Commerce, Economics, Finance/Accountancy/Banking or equivalent.
  • Amenable to work on shifting schedules; nightshift & graveyard OT/RDOT/HOL/Weekends
  • Willing to work onsite.
  • Can start immediately

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