Workforce Reports Analyst
TPG Telecom
Pasig, PH
3d ago
source : Bossjob

Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited.

TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. TPG Telecom is the second largest telecommunications company listed on the ASX.

Combining a mobile network and a fixed line network delivering exceptional performance, TPG Telecom Limited is connecting Australia for the better.

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG Telecom.

Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

The Workforce Reports Analyst is responsible for establishing and coordinating the provision of resources and employee capability to support delivery of customer service excellence through an efficiently rostered workforce.

This position operates in an environment of constant change that will significantly impact upon the scope and direction of tasks and priorities.

This position can require work outside of ordinary hours as necessary. This position requires balance between dealing with current issues and proactively addressing future requirements.

You may be required to work as a specialist in any one of the Workforce Planning areas.

On a daily basis, you're activities would include but will not be limited to :

  • Generates and analyses daily / weekly / monthly / quarterly performance summary reports for TPG / iiNet Customer Care & Customer Ops Support.
  • Daily Update of TPG / iiNet Online Staff’s Scorecard.
  • Update TPG Manila Headcount & all Employee Details
  • Tracks daily time record and attendance reports.
  • Update daily / Weekly / Monthly reports for staffing & Department level reports.
  • Creation & Analysis of Interval / Daily / Weekly / Monthly Historical Volume
  • Liaise with Section Heads for the KPI targets for their respective Department.
  • Analyses of Call Arrival Patterns With respect to Hours of Operations
  • Provides analytical support to contact Centre operations
  • Other High-Level Reporting
  • To be considered for this role, you should have :

  • Must have at least 3 years of work experience in a reporting / analytics role(s) for a Contact Center Workforce management team.
  • An understanding of call center tools (ACD, IVR, CRM, Workforce Optimization tools, Etc.)
  • Proven analytical, quantitative and deductive reasoning skills
  • Demonstrated experience in defining and / or creating reporting for operations, performance or risk
  • Previous experience with ETL and visualization tools to enable business users to be self-sufficient.
  • Strong working knowledge of database structures and associated reporting platforms
  • Strong communication skills required
  • Extreme attention to detail absolutely required
  • Demonstrated ability to embrace change
  • Tertiary qualification in relevant area (e.g. analytics, IT, data science, computer science, BI, management science, operational research, statistics)
  • Applicants must be willing to work in Ortigas, Pasig City when it is safe to return to our offices.
  • How we work

    As a combined business we have several amazing brands across fixed and mobile, these are the principals we are using to help us create something even better together.

    What makes TPG great is our people, we are a strong and mighty team that do a lot and we do it well. TPG is a Company where you can truly gain experience in a dynamic and diverse work environment.

    Working at TPG means taking on new and exciting challenges that help you grow and develop your career.

    Interested? Send your resume today, we are excited to hear from you!

    TPG Philippines is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19.

    Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

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