Job Description
A. Provides Analytic reports and study to the stakeholders including but not limited to.
• Assists business units in determining reporting needs
• Maintains databases and updates as needed
• Analyzes current processes in order to identify the improvement opportunities, improve efficiency, quality and reduce risks
• Analyzes trends, causes and variances and creates and distributes routine reports
• Respond to inquiries, receive and share information with peers, functional group, staff and management within and outside departments
• Validates monthly incentive program results
• Perform other duties which may be required by management from time to time.
B. Handling Workforce Team
• Create and maintain reports such as Capacity Planning, Schedule Interval Report, and other workforce related reports in a timely manner for the success of the center. Check for any issues and/or concerns that needed to be addressed right away.
• Create and maintain report templates that are requested by operations (daily reports used by operations, scorecards, productivity files, etc.).
• Manages a group of Workforce specialists to meet the expected performance, goals, attendance & productivity). Develops professional/high performance team
• Communicate and works with other departments for any workforce related concerns that will help improve process or minimize workloads.
• Build professional relationships with the operational leaders specifically the manager, supervisor and team leads.
• Other job-related duties if required.
Skills and Qualifications
Graduate of any 4 year courseComputer proficiency, with focus on Basic MS Excel, Google Sheet and Powerpoint (knowledge in VBA or macro is a plus).Strong mathematical, analytical, communication and interpersonal skills.Experience in handling Voice and Backoffice accounts and reports Core competency in end-to-end workforce management (forecasting, planning, scheduling, real time management and capacity planning).Can communicate effectively with all levels of management in both written and verbal.Willing to work on shifting schedule including graveyard, weekend and holidays.Ability to work in a team environment.Ability to exercise discretion on sensitive and confidential matters.Amenable on a temporary WFH setup (Permanent location is in Alabang, Muntinlupa City once we return to office)