Workforce Management Analyst

E-Solutions IT Services

RM2.3-2.6K[月薪]
现场办公 - 奎松市1-3年经验本科全职
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职位描述

福利待遇

  • 法定福利

    13薪, Pag-Ibig 基金, 菲尔健康, SSS/GSIS

  • 健康保险

    健康维护组织

  • 休假和请假

    病假, 休假

职位描述

  • 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.

职位要求

  • 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.
数据分析分析能力数据仓库
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Mary Joy Glocel Geulin

HR OfficerE-Solutions IT Services

今日回复 1 次

工作地址

WNS Philippines, Exxa Tower. Quezon City, Metro Manila, Philippines

发布于 17 March 2025

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