Workforce Management Report Analyst

6 days ago

Quezon City, National Capital Region, Philippines OneSearch Incorporated Full time ₱780,000 - ₱960,000 per year

WFM Reports Analyst TL

Basic Qualifications:

  • College graduate or at least 2nd year college undergraduate with no back subjects
  • Amenable to report onsite in Giga Tower, Bridgetowne QC, and shift to hybrid later on
  • Amenable to working on a night shift schedule
  • Required experience using WFM Tool – Power BI, SQL
  • Experience with contact center reporting and metrics preferred
  • Proficiency in Microsoft Office Applications, including MS PowerPoint, Excel, Word, and other relevant software required
  • Logical thinking to manage real-time WFM / Capacity demand
  • Excellent problem solving and decision-making skills
  • Ability to operate effectively in a team environment
  • Excellent oral and written communication skills and interpersonal skills
  • Change Management: Ability to quickly adjust priorities in an ever-changing environment

Job Description:

  • Analysis of current performance, deep dive analytics
  • Real time reforecasting to determine staff requirement adjustment
  • Creating reports intended for client meetings and calibration calls
  • Involves in planning, forecasting and scheduling
  • Monitoring SLAs and KPIs
  • Works with Ops Team on possible areas for improvement
  • Manages front line RTAs

Job Type: Full-time

Pay: Php65, Php80,000.00 per month

Experience:

  • Workforce Management: 3 years (Preferred)

Work Location: In person

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