workforce Analyst (real-time Analyst)Transcosmos

This position will be responsible for assisting the Workforce Management team in supporting a call center operation. The objective of this position is to ensure all Workforce Management administrative tasks are fulfilled which would include but is not limited to exception tagging, reports generation etc. in the most timely and accurate way possible.
Key Tasks and Responsibilities:
Analyze daily, weekly and intraday call volume patterns
Preparation of reporting templates for intraday reporting
Monitor and drive employee adherence to scheduled activities and communicate noncompliance to respective stakeholders
Attendance and activity tracking in workforce management tool
Hourly reporting of program performance.
Capture, store and report on historical statistics using leading workforce management software package (service levels, attainment, occupancy, etc.)
Communicate necessary adjustments to workforce requirements based on changing / dynamic forecast; reforecast if necessary
Management of employee time to ensure KPIs (service levels, staffing levels, attainment and occupancies) are met daily
Oversee daily adherence issues, and occupancy concerns and assist with problems on a team environment
Escalation of identified system issues affecting call delivery to stakeholders
End of day reporting and;
Creation of ad hoc reports (as necessary)
Requirements
Technical:
Computer literate with an Excel proficiency of 8/10
Solid knowledge of Workforce Management fundamentals
Effective communication skills
Behavioral:
Analytical
Team Player
Education and Experience:
At least 2nd-year college degree and/or equivalent Workforce Management experience
Languages:
Good communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
Benefits
As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos prides itself on a fun, healthy and encouraging work environment in the premium district of McKinley Hill, Taguig.
We also reward of our staff with great benefits including:
· Competitive compensation packages
· HMO/Medical and dental coverage
· Life insurance
· Non-taxable allowances
· Night differential
· And much much more!
Transcosmos

Manila City, Metro Manila
₱18,000 per month
Permanent
Full-time