workforce AnalystiFive Global
Workplace: MetroManila, Quezon, Manila
Salary: Agreement
Work form: Full time
Posting Date: 17/11/2023
Deadline: 10/10/2022
Job Description
The WFM Analyst is responsible for real-time management of the center and/or program's service level performance and other KPIs. This includes ensuring that agents remain in adherence to their plotted on and off phone schedules and that activities continue to occur as planned or as best as performance allows. The RTA is responsible for deploying well analyzed mitigation strategies when the following (but not limited to) are off target:
Responsibilities:
Monitor queue and staffing status for all contact types and execute defined strategies to effectively respond with the corresponding actions to mitigate off target attainment.
This includes, but not limited to agent re-skilling, leveraging overtime and support hours and deploying additional time offs to prevent staffing above required.
Facilitate daily Touch Point meetings with OPS, CS and other departments to convey strategies and leverage support towards successful
Prepare, maintain and update WFM SOP documentations as identified and requested during center downtime
Make recommendations toward performance improvement in all of WFM Driven / managed KPIs
Accurately document key events that impact performance as they happen
Benefits
HMO benefits for you beginning day ONE, with an additional (1) Company-covered Dependent after 90 days
At least 18 Days of Paid Time Off
Mental Health counseling
Dynamic Team Environment
iFive is the place where you are never "just a number!"
Requirements
Graduate of any Bachelor's degree
Must have at least 2 years experience
Experience in forecasting, planning and scheduling calls/ contacts or work volumes is a plus
Excellent English communication and analytical skills
Proficient in MS Office applications
Experience in MS Access Database is a plus
Knowledge in SQL or Crystal Reports is a plus
Proficiency with Excel, Pivot, Charts, and formulas
Strong analytical and planning skills;
Good communication and presentation skills;
Excellent problem-solving skills;
Entry Level / Junior, Apprentice Customer Service Business Process Outsourcing 1 opening Bachelor's degree graduate
IFIVE, INC. was created in 2018 to provide service and value to our customers in the medical and legal fields. Building on our management team's decades of experience in these fast moving markets, IFIVE supports our customers through call center and medical data analytic products. As US medicine evolves over the next several years, IFIVE will be there supporting our customers through our quality, innovation, and incredible Philippine-based delivery teams to meet the challenges coming our way.
Kalibrr
The WFM Analyst is responsible for real-time management of the center and/or program's service level performance and other KPIs. This includes ensuring that agents remain in adherence to their plotted on and off phone schedules and that activities continue to occur as planned or as best as performance allows. The RTA is responsible for deploying well analyzed mitigation strategies when the following (but not limited to) are off target:
Responsibilities:
Monitor queue and staffing status for all contact types and execute defined strategies to effectively respond with the corresponding actions to mitigate off target attainment.
This includes, but not limited to agent re-skilling, leveraging overtime and support hours and deploying additional time offs to prevent staffing above required.
Facilitate daily Touch Point meetings with OPS, CS and other departments to convey strategies and leverage support towards successful
Prepare, maintain and update WFM SOP documentations as identified and requested during center downtime
Make recommendations toward performance improvement in all of WFM Driven / managed KPIs
Accurately document key events that impact performance as they happen
Benefits
HMO benefits for you beginning day ONE, with an additional (1) Company-covered Dependent after 90 days
At least 18 Days of Paid Time Off
Mental Health counseling
Dynamic Team Environment
iFive is the place where you are never "just a number!"
Requirements
Graduate of any Bachelor's degree
Must have at least 2 years experience
Experience in forecasting, planning and scheduling calls/ contacts or work volumes is a plus
Excellent English communication and analytical skills
Proficient in MS Office applications
Experience in MS Access Database is a plus
Knowledge in SQL or Crystal Reports is a plus
Proficiency with Excel, Pivot, Charts, and formulas
Strong analytical and planning skills;
Good communication and presentation skills;
Excellent problem-solving skills;
Entry Level / Junior, Apprentice Customer Service Business Process Outsourcing 1 opening Bachelor's degree graduate
IFIVE, INC. was created in 2018 to provide service and value to our customers in the medical and legal fields. Building on our management team's decades of experience in these fast moving markets, IFIVE supports our customers through call center and medical data analytic products. As US medicine evolves over the next several years, IFIVE will be there supporting our customers through our quality, innovation, and incredible Philippine-based delivery teams to meet the challenges coming our way.
Kalibrr
Other Info
Quezon City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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About the company
iFive Global jobs
Pasig, Metro Manila