Workforce Management Real Time Analyst

Key skills
Workforce Management
Real Time Analyst
Management

Job title: Workforce Management Real-Time Analyst
Work setup: Onsite in Alabang
Work Schedule: Shifting
Salary: Php 22,000 – Php 34,000 package
Start date: ASAP

Workforce Management Real Time Analyst to join our team. The ideal candidate will play a crucial role in optimizing data management and information flow within the organization, ensuring accuracy, efficiency, and timely reporting.

Basic Functions
•Generates schedules accordingly to meet the business requirements enabling superior customer service
• Adjust the schedules accordingly based on the actual scenarios and provide overtime
requirements/voluntary time off to ensure efficient and effective staffing
•Monitors the queue in real-time while tracking, documenting, and communicating agent activity on multiple lines of businesses
•Assist agents with basic troubleshooting and workarounds
•Report and track all system issues and outages
•Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data.

Essential Functions
•Regularly performs volume and performance analysis and proactively communicate possible impacts to business
•Supports management with all necessary reports and planning models to facilitate the process of decision making
•Monitors actual activities and compare it to plan and make recommendations for immediate changes
•Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
•Ensures that pre-planned activities are being scheduled in advance and communicated effectively
• Adjust the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
•Ensures adherence to schedules and raises alerts on time in case of deviations
•Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
•Executes skill change and reallocation requests and initiatives
•Provides recommendations in case of understaffing/overstaffing
•Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
•Maintains confidentiality relative to the organizational strategies, objectives, and practices

Qualifications:

•Candidate preferably possess at least a Bachelor’s/College Degree
• 1-year minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management are a must
•Strong organizational skills to ensure critical timelines are met
•Accuracy and attention to detail a must in this role
•Detail-oriented with ability to deliver project deliverables with little supervision
•Excellent written, verbal, and e-mail skills, with the ability to interface effectively with individuals
at various levels
•Ability to effectively prioritize workload in a fast-paced, real-time, and frequently changing
environment while remaining detailed and organized
•Demonstrate analytical, organizational, problem solving and creative thinking skills
•Respond positively to change, embracing and using new practices or values to accomplish goals
and solve problems
•Flexible and willing to work in shift schedules