Now Hiring Workforce Management Analyst - Y5
Taguig, National Capital Region
Posted today
- Company:
- Neksjob Corporation
- Company Description:
- Neksjob is an outsourcing and social enterprise that provides quality services to our clients locally and abroad. We are driven by the innate desire to bring about change by encouraging out of the box solutions to well-worn path challenges at a cost-effective rate. We aim to bridge the gap between countries and cultures, distance and time zones, to bring the world closer through the help of emerging technology.
- Contract Type:
- Full Time
- Experience Required:
- 1 year
- Education Level:
- Senior High School
- Number of vacancies:
- 100
Job Description
-Support & Escalation Management:
-Act as the first point of escalation for Intraday Analysts concerning missed service levels (SLs) or challenges in real-time planning execution.
-Serve as the initial escalation contact for reporting inquiries and troubleshooting issues related to performance reports.
-Collaborate with the Workforce Management (WFM) team to conceptualize and develop intraday reports, enhancing operational insights and efficiency.
-Training & Knowledge Transfer:
-Conduct training sessions and knowledge transfer activities for new WFM members, ensuring familiarity with tools and processes.
-Act as the primary contact for Real-Time Analysts (RTAs) and Operations for WFM-related questions and support.
Reporting & Analysis:
-Generate performance reports while providing data-driven insights, trends analysis, and actionable recommendations.
-Follow scheduled data collection timelines, ensuring accurate and appropriate data types and reporting.
Automate reporting processes by designing and implementing macros, improving efficiency and accuracy.
Job Qualifications:
-Open to college undergraduates with relevant experience (both BPO and non-BPO backgrounds).
-6 months to 1 year of experience as a Real-Time Analyst (RTA); prior WFM experience is a plus but not mandatory.
-Proficiency in MS Office Suite (Word, Excel, PowerPoint).
-Familiarity with Workforce Management tools (e.g., scheduling tools, reporting platforms) is a plus but not required.
-No formal exam or assessment required.
-Open to individuals currently engaged in interim or ad-hoc workforce tasks.