analyst, REPORTINGQualfon

Job Summary Main Objectives and Duties 1. Bi-Monthly and Monthly Scorecards (operationsmanagers) - Retrieves Daily CMS Staffed Hours, Idle Time,Transfer Rate and Hold Time - Caters daily disputes from Operations. - Consolidates Metrics and calculat Job Summary Main Objectives and Duties 1. Bi-Monthly and Monthly Scorecards (operationsmanagers) - Retrieves Daily CMS Staffed Hours, Idle Time,Transfer Rate and Hold Time - Caters daily disputes from Operations. - Consolidates Metrics and calculates requiredScorecard per Agent - Prepares and submits a separate ScorecardRanking to Account Senior Operations Managerfor calculation of Monthly Performance Bonus peragent. - Constantly communicates with Account Managersand Supervisors. 2. Daily and Monthly Productivity, Occupancy, PortProductivity and Master Reports - Retrieves Daily CMS Staffed Hours, Idle Time,DownTime, attendance and Required HoursRetrieves CMS Staffed Time, Aux Time, HoldTime, Avail Time, ACD Time and ACW Timeretrieve CMS and Operations Data - Consolidates all Port Cases for the site andcalculates the productivity of each Port Agent - Consolidates and Calculates required fields for theMaster Report. - Calculates Occupancy of the Center 3. Daily, Weekly and Monthly Transfer Rate, VerintAdherence, CMS Staffed Time, Absences, Attritionand Late Reports 4. Daily Overbreak and KPI Report - Retrieves CMS Staffed Time and Aux Time CMS and Operations Data - Consolidates and Calculates required fields for theKPI. - Calculates Overbreak per agent 5. Monthly Billing and Invoicing Hours Report - Retrieves CMS Staffed Time including StaffedTime 6. Daily, Bi-Monthly and Monthly Payroll Reports (of the account employees) - Consolidates Agent and Staff Schedules andcreates an improvised schedule for the payroll. - Calculates Night Differential for each Agent (if thecase). - Calculates correct hours per agent for the payroll. - Consolidates Daily Staffed Time disputed daily. 7. Daily Hours Report (Accountability of Hours) - Opens all CMS Staffed Time, Idle Time, and DownTime - Checks and Calculates discrepancy of Hours 8. Online Reports Maintenance (Web Based Report Repository) - Performs Administrative Task for Online Reports. User, Password, Category and ReportMaintenance. Area of expertise (Skills) Graduate of any technical or Computer course 6 months to 1 year related work experience preferably in a Call Center setting Other Skills and Experiences (Min) Education
Monster

Cebu City, Cebu
Permanent
Full-time