workforce Analyst work in makatiNeksjob

Description
1. Job Summary
The Workforce Analyst is responsible for real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents.
2. Duties and Responsibilities:
Responsibilities:
Intraday Management of Resources
● Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
● Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
● Tracking attrition, absenteeism, and unproductive hours
● Planning and scheduling off-production events (e.g. training, meeting, etc.)
Reports & Analysis
● Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
● Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met. Act as Point of Contact (POC)
● First POC for any escalations, outages, system issues or any other production impacting situations.
● Coordinate and collaborate with Operations, IT, HR and other departments to ensure smooth functioning of the production environment.
● Recommend procedural and operational guideline changes to improve communications and operational efficiency.
3. Qualifications:
● Candidate must possess at least Third Year College
● At least 1 year experience on the job role
● Ability to understand, manage and report metrics like Service Level, Occupancy, Utilization, Staffing etc.
● Ability to work with statistical models involving practical staffing situations.
● Must demonstrate quick thinking, decisiveness, and problem solving skills.
● Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be assertive and proactive in solving staffing problems.
● Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
● Ability to perform multiple tasks with attention to detail in a fast-paced and shifting priority environment.
● Must be proficient in MS Excel
● Schedule flexibility
Requirements * Minimum education level: Bachelor ́s Degree
Years of experience: 1
Language(s): Tagalog
Availability for travel: Yes
Availability for change of residence: Yes
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Makati City, Metro Manila
Permanent
Full-time