data Analytics managerCignal TV, Inc.

The Data Analytics Manager for Workforce Management will assist our customer contact center. In this role, it is essential to manage customer happiness and service levels while working to reduce business costs and boost the efficiency of our employees. One of the main functions of this position is forecasting our staffing needs, contact volume, headcount requirements, and time-off requests. Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, and understand our financial needs. This often requires real-time monitoring and oversight of employees.
Major Functions
Forecast staffing needs, considering contact volume and headcount requirements
Assist with scheduling and process time-off requests
Generate reports to show changes to productivity or performance
Provide updates on efficiency to company leaders
Uphold a high standard of customer service through real-time monitoring and other methods
A Bachelor's Degree
At least 5 years of significant professional experience in a Contact Center, specializing in MIS/Workforce or Traffic Management/Analytics in a managerial capacity
High proficiency in MS Excel, Power BI (or similar tool), Call Monitoring Systems (e.g., Avaya)
Competencies
Workforce Management: Applies knowledge and understanding of queue management, resource management and issue escalation to meet service level standards
Business Acumen: Ability to plan, project, allocate and control financial resources and costs based on business plans and strategies.
Strategic/Analytical Thinking: Ability to put together touch point services relevant to every subscriber type to ensure appropriateness of service delivery in support of the group objectives
Decision Making and Accountability: Able to provide timely solutions and drive accountability; has problem ownership
Customer Focus: Able to understand the customer and works on tailor-fit solutions to satisfy customer requirements
Change Management: Able to manage change and resistance to change
Teamwork: Collaborates with stakeholders for organizational excellence. Able to bring diversified teams together to drive results
Good knowledge of contact center operations and workforce management principles
Knowledge of systems directly related to customer care operations- such as Workforce Tools, Reporting Tools, Workflow Management, Call Recording, and Customer Relationship Management software
Work from Home
Retirement Benefit Plans
Company Car
Gym Membership
Life Insurance
Medical / Health Insurance
Paid Sick Leave
Performance Bonus
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Medical, Prescription, Dental, or Vision Plans
Mid-Senior Level / Manager Management and Consultancy Broadcast Media 1 opening Bachelor's degree graduate
Cignal is the single and largest premiere Direct To Home (DTH) satellite provider using Broadcast Satellite Technology in the Philippines. It is owned and operated by Cignal TV, Inc., a subsidiary of MediaQuest Holdings (the media arm of PLDT Group under MVP Group of Companies). It has catered to more than 4 million Filipino households making it the most subscribed and No. 1 PayTV provider nationwide. As the game changer in the Philippine media industry, it is positioned to inspire and empower Filipinos through high-quality content and relevant media. It acquires, produces, and aggregates content and delivers it through readily accessible platforms ensuring that the Cignal experience reaches as many Filipinos everywhere. While Cignal is the No. 1 PayTV provider in the country, it always behaves as a challenger and fosters a culture of fun, commitment and enablement, performance and integrity, collaboration and innovation. As much as it takes care of its people, it believes in recognizing top-notch performance and offers opportunities for growth. It engages its people by encouraging work-life balance through its various employee-centric activities and programs that goes beyond office walls and which instills the value of giving back to the community.
Kalibrr

Mandaluyong City, Metro Manila
Permanent
Full-time