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We are looking for an awesome and talented Workforce Management professionals for our growing #happy@work WFM team!
Workforce ManagerWorkforce Assistant ManagerWorkforce SchedulerWorkforce Real Time Analyst
WFM Real Time Analyst/Scheduler
As A Real time Analyst you will manage and ensure that the service level agreements for various programs are met. You will oversee the call volume, daily attendance, and program break schedules. Assist with creation if metrics and targets for services continuously monitor and record statuses of the workforce, showing which agents are on the phone and which are not in such a quick manner so that action can be taken immediately.
Responsibilities:
A. Real Time Queue and Service Level Management
a. Facilitates monitoring of various programs assigned to him/her. i. Ensures that interval and day wise service levels are met through off the phone activity and break management. ii. Maintains AHT updates and regularly flags defaulters. iii. Engages with Operations to inform of current queue status and what they need to do to mitigate service level shortfall. b. Provides break and OTP schedules to Operations
B. Reporting Management
a. Facilitates interval and day end reporting for various programs b. Ensures that attendance reporting is current at all times
C. Maintains Timekeeping tool
a. Facilitates upload of employee schedules into the timekeeping system b. Facilitates corrections/amendments to scheduling information c. Generates compliance reports and other reports coming from the timekeeping system
Requirements: Has general knowledge of Service Level, Occupancy and CapacityHas experience in dealing with Operations Personnel at various levels in terms of real time schedule managementAdvanced skills using Microsoft Excel: Formatting/Conditional Formatting, Logical (IF) Functions, Mathematical Operations, References and Lookups, Pivot Tables, GraphsAbility to prioritize and meet tight deadlinesAnalytical with attention to detailAbility to maintain composure in critical situations and communicate clearly with both internal and external stakeholdersDemonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutionsExcellent English communication, listening skills, and Proven ability to build relationships quicklyHas above average grasp of Mathematical and Statistical conceptsMust be amenable to work onsite and can also do work from home set up should the need ariseWillingness to work on a graveyard/night shift schedule in Bonifacio Global City, Taguig City Other info: Want to be an iOPEXian? Start your #iopexhappyatwork journey today and make sure to visit: linktr.ee /iopexphApplication Process: 1 Day hiring (Onsite Process depending upon the availability of the hiring managers)Work set up: OnsiteSchedule: ShiftingSalary Range: Your current and expected salary as well as your interview with the hiring managers will be considered for the offer
What's in it for you?
Our people enjoy some amazing perks, check out a few below:
Competitive salary packageExciting employee engagement activitiesStability (Continuously getting pioneer accounts)Learning sessions every weekFast career growthFree Parking PassesAccessible locationHMO (Free dependent)Leave credits/Leave conversionsNight differentialUncapped annual appraisal2 days off
And most importantly, you'll be part of a growing company with dynamic and engaging team.