Workforce Real Time Analyst/Scheduler l Pioneer Account (Free Shuttle Service and more!)

Job Description

Join a company where YOU matter!

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 Capacity
Has experience in dealing with Operations Personnel at various levels in terms of real time schedule management
Advanced skills using Microsoft Excel: Formatting/Conditional Formatting, Logical (IF) Functions, Mathematical Operations, References and Lookups, Pivot Tables, Graphs
Ability to prioritize and meet tight deadlines
Analytical with attention to detail
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
Excellent English communication, listening skills, and Proven ability to build relationships quickly
Has above average grasp of Mathematical and Statistical concepts
Must be amenable to work onsite and can also do work from home set up should the need arise
Willingness to work on a graveyard/night shift schedule in Bonifacio Global City, Taguig City
What’s in it for you?

Our people enjoy some amazing perks, check out a few below:

Competitive salary package
Exciting employee engagement activities
Learning sessions every week
Fast career growth
Accessible location
HMO
OT/Holiday pay
Leave credits
Leave conversions
Night differential
Uncapped annual appraisal
2 days off
And most importantly, you’ll be part of a growing company with dynamic and engaging team.

Interested? Here are ways to reach us:

Walk in and look for Yana – our office is located in SIX/NEO (previously Net Lima) 12th Floor 26th street 5th avenue BGC, Taguig