Workforce Management Analyst
E-Solutions IT Services
Job Description
Benefits
Government Mandated Benefits
13th Month Pay, Pag-Ibig Fund, Philhealth, SSS/GSIS
Insurance Health & Wellness
HMO
Time Off & Leave
Sick Leave, Vacation Leave
Description
- Real-time Monitoring: Analyze and monitor staffing levels, call volumes, and busy lines to ensure smooth operations.
- Optimize Performance: React to real-time situations and optimize skill sets to minimize call queues.
- WFM Tools Management: Utilize WFM tools like Avaya, CMS, Genesys, Verint, etc. for managing call flow and workforce efficiency.
- Problem-Solving: Address production issues and staffing needs to avoid operational disruptions.
- Collaboration: Work closely with teams to maintain optimal service levels and improve productivity.
Requirements
- Education: Bachelor’s degree or equivalent experience.
- Experience: 1-2 years of experience in WFM or reporting roles.
- Skills:
- High analytical skills for interpreting data and drawing conclusions.
- Proficiency in Microsoft Excel, Power Queries, and Data Model.
- Excellent written and verbal communication skills.
- Ability to work with all organizational levels to capture and manage metrics.
Mary Joy Glocel Geulin
HR OfficerE-Solutions IT Services
Reply 1 Time Today
Working Location
WNS Philippines, Exxa Tower. Quezon City, Metro Manila, Philippines
Posted on 17 March 2025
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