Senior Executive-Workforce Management-WFM

5 hours ago

Pasay, National Capital Region, Philippines EXL Service Full time ₱1,500,000 - ₱3,000,000 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 adherenceAlert 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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