Reports and Workforce Analysts

2 hours ago

Mandaluyong City, National Capital Region, Philippines ADDFORCE HR SOLUTION Full time ₱180 - ₱360 per year

Position: Reports and Workforce Analysts

Salary Budget: 40,000

Shift Schedule: Permanent nightshift and PH holiday work

Work Set-up: Permanent onsite work

Location: Mandaluyong City

Required Experience: Five9 cloud based contact center solutions

Job Description:

  • Collect, clean, and analyze data from various sources, having an experience with Five9 cloud based contact center solutions is required in the role.
  • Develop and maintain reports, dashboards, and visualizations to track performance metrics.
  • Identify trends and insights to support business strategies.
  • Ensure data accuracy and integrity in all reports.
  • Collaborate with different teams to understand reporting needs and provide solutions.
  • Automate reporting processes for efficiency.
  • Provide recommendations based on data analysis.
  • Support management with ad-hoc reports and deep-dive analyses.
  • Analyze historical data to forecast call volumes, workload, and staffing needs
  • Create and adjust agent schedules based on business demand.
  • Monitor real-time adherence and performance to ensure efficiency.
  • Identify and recommend process improvements for workforce management.
  • Provide reports on workforce trends, service levels, and agent productivity.
  • Collaborate with operations, HR, and management to optimize workforce strategies.
  • Use workforce management (WFM) tools to track and manage agent schedules.
  • Assist in capacity planning and business continuity planning

Qualifications:

  • Bachelor's degree in Business, Statistics, Computer Science, or a related field.
  • Strong 1 -2 years of relevant experience as Reports and Workforce Analyst using Five9 is required for the job.
  • Proficiency in Microsoft Excel, SQL, Power BI, Tableau, or other reporting tools.
  • Attention to detail and data accuracy.
  • Excellent communication skills for presenting data insights.

Job Types: Full-time, Permanent

Pay: Php30, Php40,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Gym membership
  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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