workforce Management analystTE Connectivity

Job Posting Title: [[Workforce Management Analyst]] Job Code: [[30003087]] Segment: [[Global Channel Business]] Business Unit: [[Global Channel Business]] Building: Tyco Electronics (H91) Band/Level: [[5-3-C]] Hiring Manager: [[Rico Mehonic]] Recruiter: [[Kristha Bayani Lubis]] Relocation: [[N/A]] Travel: None Employee Referral Amount: Education Experience: [[Bachelor's Degree]] Employment Experience: [[5 years]] At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.
Duties and Responsibilities
Workforce Management
Real time adherence monitoring for all teams and troubleshooting with agents. Open/monitor tickets for multi-agent disrupting events or system level issues. Communicate with IT/IS/Infrastructure to pass information back and forth regarding issues.
Develop, publish, and modify schedules for agents to align workforce to arrival patterns and overall work tasks. Assure contact center is positioned to meet service level expectations and create great customer experiences.
Early shift scheduling
OT schedule collection and maintenance
Holiday volume forecast and coverage arrangement
Planned/Unplanned leave collection and maintenance
Training, Meeting, etc. schedule arrangement
Monet software monitoring and update
Review of daily performance and root cause analysis when necessary to identify missed performance targets
Make recommendations improve performance
Follow up with team leaders and regional leaders on outlier agent performances
Data Analytics
Abandon Report
Root cause analysis and provide recommendations
Weekly KPI review with End Customer team
Solution Center Dashboard review
MQL Status
Outbound Calls & Call Time
Opportunities
Opportunity Overview
Opportunity Conversion
Opportunity Transfer
Revenue Forecast for new and existing customers
Pipeline Track
Tech Inquiry Volume & VOC
Case Volume & Open Cases
CES & FCR
Order Mismatch & Efficiency
HC Update
Solution Center Dashboard data accuracy check
Ad-hoc Data Analysis
System support
System Issues support for all systems e.g. Salesforce, TE.com, Cisco, Playbooks, InGenius, Charket, etc.( Avg 13 per month)- Global for global system issues
Collecting issue information,
Tickets raising
Communications with workaround sending out
Regularly follow-up and update
System Requests support (Avg 5 per month)
New requests raising and follow up, e.g. MQL routing logic changing
System upgrading support or new system go-live support
Follow up the updates
UAT for new releases
Understand the main points of the release and introduce to SC team and other BU's in COE meeting to let them know what's the impact to them
New Hire Access application
Cisco, InGenius, SFDC, Playbooks, TE.com, Charket, SAP, Reports and other system access applying for new hires
Check and test with consultants and make sure the licenses are ready
Qualififications:
Bachelor's degree in related field or 2+ years of related business experience
3-5 years knowledge and experience with call center workforce management programs, such as Verint, Genesys or Aspect required.
Flexible work hours to accommodate business needs
Demonstrated knowledge and experience in Workforce Management best practices & measurements required.
Strong Analytical and Problem-solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies (eg. Excel, SQL).
Understanding of robust database infrastructure (as reference - currently exceeding the 2M data point collection in a 24X7 global servicing environment).
Experience using Salesforce Lightning with the ability to create Live Reports and Dashboards.
Strong understanding of business requirements and call center operations capabilities.
Demonstrated ability to work on multiple projects concurrently, without sacrificing quality.
Strong planning, time management and organizational skills.
Ability to communicate in English effectively, both verbal and in writing.
Experience creating and presenting reports, forecasts, trends and recommendations accurately and well within the time frame specified to the leadership team and senior management.
We are offering work from home - ensure a private workplace environment with high reliability on power & internet connection (min download 50MB/ min upload 10MB)
Job Overview
TE Connectivity's Continuous Improvement Teams design and implement programs and projects to improve products, services, or processes aligned with business strategies. They coach teams; establish program performance metrics; and establish process excellence supports.
What your background should look like:
Competencies
Values: Integrity, Accountability,Teamwork, Innovation
Location:
MAKATI CITY, 00, PH, 1226
City: MAKATI CITY
State: 00
Country/Region: PH
Travel: None
Requisition ID: 83611
Alternative Locations:
Function: Continuous Improvement
TE Connectivity

Makati City, Metro Manila
Permanent
Full-time