Workforce Analyst

Salary: Php35,000.00 - Php40,000.00 per month
Job Types: Full-time, Contract, Permanent

JOB DESCRIPTION:
· To possess knowledge or relevant experience in Forecasting, Planning and scheduling Calls/Chats/Emails.
· To possess knowledge or relevant experience in RTM (Real Time Monitoring) of call centre activity.
· To possess knowledge of key call centre metrics such as Occupancy, utilization, service levels, TAT, ASA.
· Responsible for mobilization of staff to meet SLA’s and ensure maximum utilization of agents.
· Must be proficient with Microsoft Excel and Office in order to create reports, templates etc.

QUALIFICATIONS:
- Candidate must possess at least a Bachelor's/College Degree or an Associate Degree
- At least 2 year(s) of working experience in the related field is required for this position
- Full understanding of call center metrics and quality measurement tools
- Strong initiative, detail-oriented and results-oriented
- Excellent communication skills, both written and oral in English

Working Conditions:
- Normal Office Environment (Work on-site)
- Work in shifting schedules including night shift
- Work during Holidays as may be required by the Company

Benefits:
- Additional leave
- Company Christmas gift
- Company events
- Employee discount
- Health insurance
- Opportunities for promotion
- Pay raise
- Transportation service provided

Schedule: 8 hour shift
Holidays
Rotational shift

Supplemental pay types:
13th month salary
Overtime pay

Work Remotely: No