Operations Analyst

2 weeks ago

Davao City, Davao, Philippines Connext Full time ₱250,000 - ₱500,000 per year

The
Operations Analyst
is responsible for ensuring seamless service delivery by monitoring team member utilization, addressing deviations in schedules, maintaining business continuity plans, and fostering a productive and cohesive team environment.

Tasks and Responsibilities:

  • Monitor team member utilization using Uptime Monitoring tool and identify any inconsistencies in service delivery.
  • Communicate schedule deviations, such as tardiness, absence, work interruptions, and shrinkage, to clients and stakeholders.
  • Maintain business continuity plans and ensure the recovery of team members' work while effectively communicating with stakeholders.
  • Generate interval reports for attendance and business recovery, providing accurate and timely information.
  • Monitor team member activities in real time using internal tools, providing leadership insights and driving performance.
  • Proactively communicate and address deviations and changes, fostering productivity and quality while considering cost-effectiveness and employee morale.
  • Foster team spirit and actively listen to peers and leaders, providing seamless coverage and support.
  • Serve as a role model for punctuality and discipline, minimizing escalations within the teams.
  • Raise the bar of delivery standards by innovating and creating long-lasting, effective solutions for the team and operations.
  • Promptly identify and address non-adherence, conformance, and compliance issues related to work rules, schedules, and performance metrics.
  • Perform comprehensive attendance management including monitoring the Attendance Line and Uptime Monitoring Tool.
  • Provide ad-hoc reporting for management as requested, maintaining, and updating attendance, absence, tardiness, and other relevant KPIs.
  • Assist forecast in schedule creation, providing valuable floor reality insights to enhance planning accuracy.

Qualifications:

  • At least one (1) year as Team Leader, Real-Time Analyst, Reporting Analyst, Quality Analyst, or any BPO Support role experience
  • Lives near Bajada, Davao
  • Proficient in Microsoft Excel particularly in reports automations (VBA and Macro) and template creation (e.g. Power Query, Power M, and Power Pivot)
  • Critical thinker and enthusiastic learner
  • Clear and coherent in both verbal and written.
  • Strong interpersonal skills with the ability to collaborate effectively with cross-functional teams.
  • Strong analytical skills with the ability to analyze data, draw insights, and make data-drive recommendations.
  • Ability to work in a demanding environment and handle multiple tasks simultaneously.
  • Demonstrate ability to drive performance and meet targets while maintaining a positive team spirit.
  • Ability to collaborate within a team environment, offering support and assistance to all members of the team.
  • Proficient in complex data analysis, including intricate reports, and transforming data from multiple resources.
  • Knowledgeable with using Power BI and database management.

Work Location:
Onsite - Bajada, Davao City

Work Schedule:
Shifting schedules- 7:00 AM - 4:00 PM, 3:00 PM - 12:00 AM, 11:00 PM - 8:00 AM, 12:00 PM - 9:00 PM, 10:00 PM - 7:00 AM

What is in store for you?:

  • Rice Allowance
  • Internet Allowance
  • Overtime Pay
  • Holiday Pay
  • 25% Night Differential
  • Perfect Attendance Bonus
  • 20 days Paid Time Off per year
  • HMO for Employee and dependents
  • Group Life Insurance - PHP 300,000
  • Annual Merit Increase
  • 13th Month Pay
  • Mid-Year Bonus

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