Workforce Management Analyst

Position – MIS analyst/SENIOR ANALYST

Location – The office is located at the end of the hallway, 2nd floor, Bldg. 1, JDN Square Residential Suites And IT Center, P. Remedio St, Mandaue City, Cebu, Philippines

Job Type - Permanent Position (Full Time)

Work Mode - Onsite

Shift - Graveyard Shift (Night Shift)

Experience – Minimum 1-2 Years of experience required.

BUDGET-60-70 K

Job Overview:

As a Workforce Management - Senior Analyst, the duties include developing staff schedules, collecting staff performance data and customer feedback data, reviewing, and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for company leadership to inform their policies and decision-making.

Responsibilities: -

Site Headcount Management: Monitor and manage site headcount, ensuring alignment with operational needs and budgetary constraints.

- Maintaining Headcount Reports: Develop and maintain comprehensive headcount reports, including tracking vacancies, onboarding, and attrition.

- Seat Planning: Coordinate seat planning activities to optimize workspace utilization and accommodate evolving business needs.

- Performance Reporting:

o Provide detailed performance reports to stakeholders, highlighting key metrics and trends to support decision-making.

Analyze key metrics and provide improvement recommendations.

Attendance Reporting: Maintain accurate attendance records for management review and payroll processing.

- Adherence Management: Track and manage agent adherence to schedules to maintain service levels.

- Alert Management: Respond promptly to operational disruptions to minimize impact on customer experience.

- Communication: Ensure effective communication channels for timely updates on performance and operational issues.

- Reporting: Generate real-time and historical reports to identify trends and areas for improvement

. - Continuous Improvement: Identify opportunities for process optimization to enhance efficiency and customer satisfaction.

Qualifications:

Experience in BPO /Call Center domain is a mandatory

Minimum 1-2 Years of experience required handling a teal of MIS/RTA.

- Analytical Skills:

Strong ability to interpret complex data and make real-time decisions.

- Communication: Excellent verbal and written communication skills for diverse stakeholders.

- Technical Proficiency: Proficiency in Power BI and Microsoft Excel & Power Point is desirable

- Adaptability: Ability to work in a fast-paced environment with shifting priorities.

- Teamwork: Strong collaborative skills in a cross-functional team setting

Benefits

• Paid Training
• Competitive Base Pay
• Miscellaneous Allowance Paid Time Off
• Paid Holidays
• HMO Benefits
• Group Life Insurance
• Employee Referral Bonus
• Excellent Growth and Advancement