Workforce Analyst
RealPage
undefined, Barangay Ugong, Ortigas Avenue, Pasig City, PH
2d ago

BE Innovative. BE RealPage.

RealPage Outperforms! We are a leading global provider of software and data analytics to the real estate industry. Clients use our platform to improve operating performance and increase capital returns.

We are a run fast, have fun and reap rewards type of environment. RealPage offers an engaging work culture that fosters personal and career growth for our employees.

We continually reinvent and evolve to meet the needs of the customers we serve through technology and vision. You can feel it in the work we do and the clients that benefit.

Our unique company philosophy fosters innovation, excellence and collaboration.

Overview

Workforce Analysts operate in a fast-paced environment. The position requires multitasking between analysis, real-time traffic monitoring, and management reporting.

Analysts will study call patterns and trend data to forecast call volume and calculate staffing requirements. They partner with Training and Operations Teams to schedule ongoing and periodic employee development sessions.

Analysts are also involved in real-time monitoring of CMS and WFM tools to ensure service level agreements are met and executing levers as applicable.

Analysts will communicate significant changes or events to the Workforce Manager.

Responsibilities

Responsibilities for this position include but are not limited to the following :

  • Real-time monitoring of AVAYA CMS, Aspect, NICE IEX and other WFM tools.
  • Analyzing real-time and forecasted call trends and making adjustments to staffing level allocations as needed.
  • Responsible to complete daily tasks and change-management updates to accurately document absenteeism and events impacting Operations.
  • Responsible to communicate effectively with management any significant protocol breaches and technical issues impacting center performance.
  • Report center metrics hourly to management by email and significant events promptly by phone.
  • Effectively communicate any operational problems or concerns to the Workforce Manager.
  • Workforce Analysts are responsible for training Operations Teams on use of WFM client applications and fielding questions from Team Leaders.
  • Utilizing skills in MS Office suite applications, WFM applications and other contact center tools to perform daily responsibilities and complete projects.
  • Providing custom reporting to the Operations Manager to drive center KPIs and uncover call-avoidance issues.
  • Researching attendance and performance issues for HR and Operations Manager when required.
  • Assisting Operations Manager with Time and Attendance tracking, Vacation Planning, and Leave of Absence periods.
  • Qualifications

    MINIMUM REQUIRED KNOWLEDGE / SKILLS / ABILITIES

    High School Diploma

  • At least one year of experience in fast-paced contact-center environment
  • Strong analytical and communications skills.
  • Intermediate capabilities in MS Office suite applications.
  • Ability to work extended hours when needed; consistent non-traditional hours required
  • PREFERRED KNOWLEDGE / SKILLS / ABILITIES

  • 1-2 Years’ experience in a Workforce Management role
  • Bachelor’s Degree in Business, MIS, CIS, Mathematics or related job experience
  • Advanced capabilities in MS Office suite applications
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