Lead Associate - BPO WFM (Banking & Financial Services)

Key skills
Workforce Management
Data Analysis
MIS Reports
Analytical
Dashboards
Excellent Communication
Presentation Skills
MS Office Advanced Proficiency

Job Title: Lead Associate - WFM
Campaign: Banking & Financial Services
Work set-up: Onsite, Quezon City
Work schedule: To be discussed
Salary: PHP 35k - 45k
Target start date: ASAP

QUALIFICATIONS:

• With at least 2 years Workforce management experience particularly in data analysis, Reporting /MIS tasks.
• Strong analytical and problem-solving skills, with the ability to interpret complex data sets and generate actionable insights.
• Can create Reports / Dashboards from scratch (not template driven)
• Excellent communication and presentation skills, with the ability to effectively communicate technical information to non-technical stakeholders.
• Advanced to expert knowledge in MS Office tools particularly MS Excel / Google Sheet
• Experience in handling accounts that run Service Level / Occupancy / Line Adherence / Billable Hours.
• Can handle multiple concurrent tasks while under pressure

JOB DESCRIPTION:

• Data Management: Collect, cleanse, and organize large datasets related to call volumes, agent performance, scheduling, and other workforce-related metrics.
• Reporting and Analysis: Develop and maintain regular reports and dashboards to track key performance indicators (KPIs), including service level attainment, average handle time, occupancy rate, adherence, and forecast accuracy.
• Performance Analysis: Analyze historical and real-time data to identify trends, patterns, and areas for improvement in call center operations, staffing, and resource allocation.