Workforce Analyst

1 day ago

Manila, National Capital Region, Philippines Recoveries corp Full time $240,000 - $720,000 per year

Optimise call centre operations and drive efficiency with Symbos.

Symbos is expanding and looking for a Workforce Management Analyst (Dialer) to join our team. If you have a knack for data analysis, system management, and process improvement in a contact centre environment, this is your chance to make a real impact.

What will you do?
  • Operate and optimise dialler systems, ensuring efficient call flow and minimal downtime
  • Analyse performance data to identify trends, issues, and opportunities for improvement
  • Implement workforce management methods, set up new agents, and maintain agent schedules
  • Monitor and report on utilisation, adherence, and campaign management to business stakeholders
  • Lead dialler initiatives to improve connect and Right Party Contact (RPC) rates
  • Troubleshoot technical issues in real time, collaborating with IT support and internal teams
  • Manage vendor relationships and ensure systems are updated to meet operational needs
  • Generate detailed reports on system performance, campaign results, and team productivity
  • Provide actionable insights to senior management for resource allocation and operational changes
  • Ensure compliance with industry regulations and company policies
  • Advocate for best practices in dialler and workforce management, staying informed of industry trends
What do you need to succeed?
  • Degree in a relevant field (e.g., Information Technology, Business Administration) preferred
  • Extensive knowledge of dialler and workforce management systems, plus regulatory guidelines
  • Proven experience in dialler management or workforce planning in a contact centre environment
  • Demonstrated capability in data analysis and applying insights to operational improvements
  • Technical proficiency, influential skills, analytical skills, strong communication, problem solving, and adaptability
Why Symbos?

At Symbos, you'll be part of a team that values operational excellence, collaboration, and continuous improvement. We offer opportunities to work with leading-edge technologies and support your professional growth in a dynamic environment.

Ready to optimise and innovate? Apply now and help us connect, engage, and succeed. 

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