workforce Management analystYeetiq

Company Description
We are committed in finding great people, simplifying processes and maximizing performance. We bank on every member of our team to live by our corporate culture of integrity, results-driven, endless learning, innovation, and true teamwork. -Yeetiq
Job Description
Responsibilities:
Effectively delivering Real-time Management/Queue Management
Tracking of service interruption
Analyzing trends and gathering data to determine annual, quarterly, monthly and daily workforce requirements
Collaborate with other departments to capture forecast and staffing impact activities and ensure that all departments abide by company standards.
Align call demand with agent attendance to achieve key performance objectives (service level, utilization, occupancy, etc.)
Responsible for the approval of employee's time card at the end of every pay period.
Validate PTO submissions and support approval/denial decisions based on their effect in operations.
Process and manage modification of schedules including company events, meetings and trainings to ensure adequate staff are onboard
Skills tracking management for training deployment
Plotting of training/coaching/refresher in agent approval sheet
Capacity Planning
Basic Troubleshooting when agents have system issues or being disconnected to our tools
Creating CRM credentials/Dialer for new agents
Creating a schedule and adding new users in our WFM tool
Telephony Reporting
Qualifications
An expert in using Workforce Management software/tools (ex: eWFM, Blue Pumpkin, Avaya CMS, IEX, etc.) and Excel
Have a minimum of 5 years Workforce Management experience, in a senior role
Excellent written and verbal communication skills
Bachelor's Degree Graduate or relevant degree preferred
Additional Information
We offer:
Very competitive Compensation
Bonuses and Performance incentives
Growth and advancement opportunities
International Account
Fixed Night Shift
Referral program
Quick application process!!
Interview will be done online!
Join us by:
Applying to this job posting with your resume attached or the link to your Skype account.
Shortlisted candidates will receive a message through mobile phone/Skype
Apply now!!
Yeetiq

Mandaue City, Cebu
Permanent
Full-time