Senior Executive-Workforce Management-WFM

8 hours ago

Philippines EXL Service Full time ₱900,000 - ₱1,200,000 per year

Job 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 adherence.

Alert 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.

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