Workforce Reports Analyst Jobs, Work in Muntinlupa City

Genpact

2279 Views

11 hours ago

0-1 Year(s)

₱ 25 - ₱ 35K p.m

Manila (Alabang Muntinlupa City)

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Job Description

Key Skills

Workforce Analyst

370 candidate(s) have already applied for this Job. Apply now

Work Location: Quezon City, Philippines

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.

Responsibilities

Manage Call queues using the WFM tools (Cloud or non-cloud customer engagement management tools)

Track agent adherence/shrinkage using the WFM tool to track and manage Intra-day staffing and capacity vs requirement and escalate as & when required

Monitor agent performance across multiple queues and flag exceptions and status that are beyond the target threshold limit by contacting the respective agent/supervisor and have the required corrections done

Change management for Real Time Tracking tool to ensure that defined criteria and threshold align with the operations team’s expectations.

provide insights & analytics on drivers impacting Service Levels & Volume

Recommend staffing changes to match the call demand & co-ordinate with the WFM Scheduling resource to ensure adequate staffing is maintained.

Point of contact and liaison with technology regarding system issues and resolution and reporting impacts to service levels

Process agent exceptions on tools as per guidelines laid down

Create pre-defined reports & ad-hoc reports as per need

Communicate effectively with Client, Process management & WFM Team on issues relating to WFM

Qualifications we seek in you!

Minimum Qualifications

Should be capable of handling lots of data in an efficient and effective manner.

In-depth understanding of the various call center metrics and their relationship with each other

Good knowledge of WFM tools – Amazon Connect, Verint, Chat monitoring tools (Ex, Live Person etc) Avaya CMS & RTA/Intra-day WFM tools (like Verint / IEX / Aspect eWFM, RTA, Avaya CMS etc.)

Should be extremely proficient with Excel

Should have excellent client handling skills

Preferred Qualifications/ Skills

Experience as Real time analyst for an Inbound Process

Should have taken calls/chats in a Call center

Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc.

Basic use of Excel and reporting skills

Role

MIS Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Temporary WFH

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Harold Navales

Recruiter - Genpact

NA, philippines

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