Duties and Responsibilities:

The Workforce Analyst is responsible in monitoring and reporting real time call traffic via workforce management application.

• Conduct real time monitoring (shift schedule and break adherence).
• Administer intraday changes (if needed).
• Make recommendations to leaders to improve productivity and compliance.
• Communicate identified risks to leadership and team members.
• Report contact center and process executive performance to supervisors and management.
• Assist in planning analysis when necessary.
• Perform other duties as required. 
  
  
  
  
  
  Skills and Qualifications
• At least 2-3years prior experience as a Real Time Monitoring Specialist, Intraday Specialist, Workforce Specialist (or other related roles).
• Advance skills in MS Excel and Powerpoint.
• Knowledge in using Workforce applications preferred
• Strong mathematical, analytical, communication and interpersonal skills.
• Strong customer service skills and negotiation skills with sense of urgency in mind.
• Capable to adapt in fast paced environment, learn and retain new or evolving information and procedures.
• Willing to work on shifting schedule including weekend and holidays.
• Ability to work under stress and pressure and respond to inquiries with tact, diplomacy and patience.
• Ability to work in a team environment.
• Ability to exercise discretion on sensitive and confidential matters.
• Amenable to work on shifting schedules including graveyard, holidays and overtime.
• Amenable to work in Alabang, Muntinlupa City 

Please refer to job description.