Senior Workforce Reporting Analyst

8 hours ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time $40,000 - $60,000 per year

Description:


• Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.


• System issue tracking


• Responsible for the monitoring of all issues that may impact service levels (SL's) and take the appropriate to resolve or reduce these impacts.


• Perform oversight responsibilities as required to ensure all SLA's are met.


• Evaluate events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages.


• In this role you will be required to solve problems as they may arise with real time intervention.


• Include but not limited to Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence


• Work on real-time requests related to schedule changes, off phone activities and profile changes


• Communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
• Initiate escalation process for system outages and Service Level Agreements (SLA) risks


• Take mitigation steps to ensure SL's are met


• Be the primary interface between WFM and site operations while strengthening a positive partnership Experience, knowledge, skills and attributes required


• Other tasks that may be assigned to him/her by WFM Supervisor

Qualifications

  • Must be willing to work onsite in Eastwood
  • 2-3 years' experience in a Customer Service environment in WFM
  • Amenable to work onsite, weekend rest day
  • Amenable to work nightshift
  • Experience in Real-time Analyst and
    Reporting
    tasks
  • Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, Power Pivot, Data Modeling) and Google Suite
  • High proficiency in verbal and written English

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