Workforce Management / Reporting Analyst

Job Responsibilities :

Send interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.

System issue tracking

Responsible for the monitoring of all issues that may impact service levels (SL’s) and take the appropriate to resolve or reduce these impacts.

Perform oversight responsibilities as required to ensure all SLA’s are met.

Evaluate events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages.

In this role you will be required to solve problems as they may arise with real time intervention.

Include but not limited to Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence

Work on real-time requests related to schedule changes, off phone activities and profile changes

Communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance

Initiate escalation process for system outages and Service Level Agreements (SLA) risks

Take mitigation steps to ensure SL’s are met

Be the primary interface between WFM and site operations while strengthening a positive partnership Experience, knowledge, skills and attributes required

Other tasks that may be assigned to him / her by WFM Supervisor

Job Qualifications :

1-3 years’ experience in a Customer Service environment in WFM

Must be willing to work onsite in Quezon City

Amenable to work on nightshift

Experience in Real-time Analyst and Reporting tasks

Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, Power Pivot, Data Modeling) and Google Suite

High proficiency in verbal and written English