senior AnalystClearSource

Monitoring of call queues and employee statuses and facilitates real-time discussions with team members located in both US, PH and CR
Updating reports on schedule and sending by deadlines throughout the day. Analyst ensures that all reports originating from the department are accurate and reliable
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and billability goals
Analyst updates real-time schedule change and approved off-phone activities in the WFM scheduling software
Helps with the integration and implementation of new WFM technologies. Facilitate weekly meetings and conduct WFM talk for new hires
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Requirements
Minimum 3-4 years of experience in Workforce management related to service level management / real time management
Must have an advanced level Microsoft Excel and Google sheet skills; Macro knowledge is an advantage
In-depth knowledge in workforce management software is REQUIRED
Team management experience is preferred
Attention to detail and high level of accuracy with proven experience in solving complex business problems with minimal supervision
Excellent communication and interpersonal skills
ClearSource

Pasig City, Metro Manila
Permanent
Full-time