Workforce Real Time Analyst/Scheduler/Planner - Pioneer Team
Taguig, National Capital Region
Posted today
- Company:
- iOPEX Technologies
- Company Description:
- As a new-generation Digital service provider offering optimized Digital Engineering, Operations, and Studio Services, iOPEX Technologies helps you achieve that golden ratio where technology and business are in synergy. We take pride in challenging ourselves and extending boundaries to create new products and novel solutions for traditional and new-age businesses. Our suite of tools is high on performance but low on costs and puts your existing infrastructure to judicious use. Our customer-centricity, ability to take on challenges and financial risks, and go-getter DNA brings you a partner who is easy to work with and delivers beyond promises. No wonder we boast of a marquee list of Fortune 500 clients and many more, each being 100% referenceable. Our world-class service delivery is enabled by our highly skilled team and our robust IT infrastructure, processes, and products meet international quality standards. Our quality initiatives are blended with our constant endeavor to improve service excellence for our clients. iOPEX is compliant with the International Organization for Standardization and PCI Security Standards Council, which spells out our Policy on Quality Management Systems. iOPEX has developed and continues to invest in innovative delivery models to achieve what appear to be conflicting goals – sustainable cost recovery & enhanced customer experience. iOPEX has integrated three elements for success – strategic design of service delivery, seamless implementation of the recommended model, and operational discipline in continuous delivery. We call it the CIO model. Interested to join us? Here are ways to reach us: Send a message to xxxxxxx | xxxxxxx (Yana/Krizia) Application form: bit.ly/iopexbpohiring2024 | forms.gle/RUzkNrreMmZ9zQpE7 Walk in and look for YANA - our office located at 12th Floor SIX/NEO (previously Net Lima) 26th street 5th avenue BGC, Taguig We are neither technology consultants nor system integrators. We are process innovators focused on extracting the best out of the investments our clients have already made.
- Contract Type:
- Full Time
- Experience Required:
- No Experience
- Education Level:
- Senior High School
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
We are looking for an awesome and talented Workforce Management professionals for our growing #[email protected] WFM team!
• Workforce Manager
• Workforce Assistant Manager
• Workforce Team Lead
• Workforce Scheduler
• Workforce Real Time Analyst
WFM Real Time Analyst/Scheduler
As A Real time Analyst you will manage and ensure that the service level agreements for various programs are met. You will oversee the call volume, daily attendance, and program break schedules. Assist with creation if metrics and targets for services continuously monitor and record statuses of the workforce, showing which agents are on the phone and which are not in such a quick manner so that action can be taken immediately.
Responsibilities:
A. Real Time Queue and Service Level Management
a. Facilitates monitoring of various programs assigned to him/her. i. Ensures that interval and day wise service levels are met through off the phone activity and break management. ii. Maintains AHT updates and regularly flags defaulters. iii. Engages with Operations to inform of current queue status and what they need to do to mitigate service level shortfall. b. Provides break and OTP schedules to Operations
B. Reporting Management
a. Facilitates interval and day end reporting for various programs b. Ensures that attendance reporting is current at all times
C. Maintains Timekeeping tool
a. Facilitates upload of employee schedules into the timekeeping system b. Facilitates corrections/amendments to scheduling information c. Generates compliance reports and other reports coming from the timekeeping system
Requirements:
• Has general knowledge of Service Level, Occupancy and Capacity
• Has experience in dealing with Operations Personnel at various levels in terms of real time schedule management
• Advanced skills using Microsoft Excel: Formatting/Conditional Formatting, Logical (IF) Functions, Mathematical Operations, References and Lookups, Pivot Tables, Graphs
• Ability to prioritize and meet tight deadlines
• Analytical with attention to detail
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
• Excellent English communication, listening skills, and Proven ability to build relationships quickly
• Has above average grasp of Mathematical and Statistical concepts
• Must be amenable to work onsite and can also do work from home set up should the need arise
• Willingness to work on a graveyard/night shift schedule in Bonifacio Global City, Taguig City
Other info:
• Application Process: 1 Day hiring (Onsite application process)
• Work set up: Onsite
• Schedule: Shifting
• Salary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer
What's in it for you?
Our people enjoy some amazing perks, check out a few below:
• Competitive salary package
• Exciting employee engagement activities
• Fast career growth
• Accessible location
• HMO
• OT/Holiday pay
• Leave credits and conversions
• Night differential
• Uncapped annual appraisal
• 2 days off
And most importantly, you’ll be part of a growing company with dynamic and engaging team.
Interested? Here are ways to reach us:
• Please make sure to complete this application form: linktr.ee/iopexph
• LinkedIn: Alyana Sia