aso c. iii, wfmContinuum Global Solutions

The purpose of the position is the development and processing of report(tooling) and analysis for the WFM department (which meets internal and COPC quality standards) with the aim of supporting the WFM departments and employees in gaining insights, achieve KPIs and meeting the reporting requirements internally to WFM Management, WFM Business Partners and other parts of the WFM Department.
Key task & result areas:
-Creating (proactively) specific analyses on problem cases within WFM
-Creating updates and providing performance reviews of the WFM Table Fs, associated analysis and support for improvement plans
-Processing WFM Master Table F
-Creating, Composing and processing data for WFM reports and processes based on several data and report sources.
-Assessing and improving composed reports (logic, definition, use etc)
-Automation or process optimization of composed reports, as such that manual work is reduced
-Analyzing databases, reports and organizational results and tracing them back to improvement items at a process and organizational level.
-Performs all other duties as assigned
Social interaction:
The WFM Analyst performs various activities in close consultation and collaboration with the other WFM Analysts, WFM Analytics and WFM Senior Analytics team members and other colleagues of the WFM Centre of Expertise & WFM Application Support. Besides this also on a daily basis contact with members of several departments within the global WFM department like WFM operations and WFM program management.
Additions:
Knowledge of the WFM process is essential for high performance in this position. Experience working with statistical models, reporting or analytics related tools and advanced Excel experience, including good/advanced VBA/Macros, are preferred.
Job Requirements
Education requirement
Preferred
Bachelor's Degree: Business Information Management, Economics, Logistics, Statistics, Econometrics or Mathematics
Minimum
Intermediate Vocational Education
Minimum skills to hire:
Minimum
Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
Minimum
Advanced proficiency of communication skills
Minimum
Pro-active and result orientated collaboration skills
Minimum
The ability to present results in an effective way to the target audience
Minimum
Basic computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X
Minimum
Ability to focus on performance and results, and to act accordingly
Minimum
Excel, vba, programming or statistical application and approaches knowledge and skills
Minimum
Advanced problem signaling and solving skills
Minimum
Knowledge of and experience within general contact center processes
Minimum
Advanced proficiency of mathematical and analytical skills
Preferred
Convincing and Influencing skills
Preferred
Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision
Preferred
Proficiency and experience with forecasting, capacity management, intraday management, modeling production and/or personnel planning
Key values:
-Knowledge
-Ownership
-Responsibility
-Decision
-Action
Be an expert - power of knowledge
Take ownership of (WFM) processes
Take responsibility of performance and quality
Make decisions (to improve) - use your knowledge
Act (instead of report and expect someone else to act)
Success factors:
-WFM process knowledge
-Reporting experience
-Strong analytical, statistical and mathematical abilities and skills
-Initiative
-Team player
-Result oriented
-Problem analysis and orientation experience
-Customer oriented and self-assured communication and way of working
-Punctual and accurate work methods
-Quality orientated
-Strong communications skills
(written and verbal)
-Ability to organize and coordinate tasks/work
-Flexibility
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Continuum recruiting correspondence will always come from a talent acquisition representative with an official continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to
Tiptopjob

Mandaluyong City, Metro Manila
Permanent
Full-time