DE027902 - Workforce Services Analyst
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PROJECT NAME: Workforce Command Center
POSITION TITLE: Workforce Services Analyst
WORK SETUP: RTO
RESPONSIBILITIES:
• Acts as 1st level of escalation of Intraday Analysts in terms of misses in SL or challenges with Operations in executing real time action plans.
• Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports.
• Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance.
• Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations.
• Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
• Required to follow the planned data collection, including the types of data and time of data to be captured
• Automate reports to reduce inefficiencies by designing macros.
OTHERS
Project Shift Schedule: Rotation Shift
Project Rest Day: Rotation
Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2
SKILL AND QUALIFICATIONS:
• At least 2 years of Workforce Management experience
• Experience in RTA and any of the following Workforce Management functions - Scheduling, Forecasting, or Capacity Planning
• In depth and excellent knowledge in using Avaya CMS application
• Demonstrates advance knowledge in real time management and exhibits strong decision-making skills in executing real time action plans
#LI-PH
Mandaluyong City
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