• Are you passionate about transforming data into actionable insights? Do you thrive in a fast-paced environment where every decision counts? We're seeking a detail-oriented and proactive Senior Executive – MIS to be a pivotal part of our Workforce Management team. In this role, you'll leverage your analytical expertise to optimize call center operations, enhance agent performance, and drive strategic decisions that impact our business's success.

Key Responsibilities

• Data Management: Collect, cleanse, and organize extensive datasets related to call volumes, agent performance, scheduling, and other workforce-related metrics.
• Reporting and Analysis: Develop and maintain regular reports and dashboards to track key performance indicators (KPIs), including service level attainment, average handle time, occupancy rate, adherence, and forecast accuracy.
• Performance Analysis: Analyze historical and real-time data to identify trends, patterns, and areas for improvement in call center operations, staffing, and resource allocation.
• Schedule Optimization: Assist in the development and optimization of agent schedules to ensure adequate coverage while balancing operational efficiency and agent preferences.

• At least 2+ years of experience in data analysis, preferably in a call center or Workforce Management environment.
• Amenable to work onsite in Alabang.
• Comfortable working in Australian shift timings.
• Experience using Workforce Management software platforms such as Verint, Citrix, CUIC, Avaya CMS, or similar tools for real-time monitoring, scheduling and reporting.
• Familiarity with call center software systems for tracking call volumes, handling interactions, and managing agent performance.

Technical Skills

• Workforce Management Tools: Proficiency in platforms like Verint, Citrix, CUIC, Avaya CMS, or similar tools for real-time monitoring, scheduling, and reporting.
• Data Analysis & Reporting: Advanced skills in Excel (pivot tables, macros), and experience with reporting tools such as Power BI, Tableau, or similar platforms.
• Database Management: Strong command over SQL for querying and manipulating large datasets.
• Programming: Basic knowledge of Python for data automation and analysis.
• Call Center Software Systems: Familiarity with systems for tracking call volumes, handling interactions, and managing agent performance.