DE030214-Workforce Services Senior Analyst
Quezon City
ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---
POSITION TITLE: Workforce Services Senior AnalystWORK SETUP: Return to Office
Overall Purpose:The role involves monitoring live operational data in a contact center or service environment to ensure alignment with staffing levels, agent performance, call volumes, service level agreements (SLAs), and business goals. Key responsibilities include real-time data monitoring, schedule adjustments
Responsibilities:General Responsibilities:
- Lead and support a team of analysts, providing training, guidance and performance feedback to maintain accuracy and consistency in Real Time Management team.
- Responsible for checking attendance validation, generating reports, and providing status updates for each resource to stakeholders, call outs and communications.
- Overseeing service level agreements, ensuring daily targets are met while maintaining control to prevent potential leakages that could lead to revenue loss
- Checking for ensuring compliance with overtime are within project requirements and is met during the entire week.
- Responsible for outage management, including reporting, issuing notifications, resolution and conducting impact analysis.
- Performs admin tasks such as bi-weekly coaching, timecard compliance and Scorecard submission.
- Train and mentor staff and act as subject matter experts.
Project Shift Schedule: Rotation Shift
Project Rest Day: Rotation Off
Project/Team Location: Quezon City, Cyberpark Tower 1
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ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---
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