CBPS MIS and Planning Analyst
Citigroup Inc
Manila, Philippines
4d ago


Person will be responsible for onsite monitoring of agent phone activities, generation of regular and ad hoc MIS reports, and scorecards creation.

Main Tasks would be :

  • Daily, Monthly, YTD Scorecard updates
  • Per interval reporting for efficiency metrics (AHT, Availability, Staff time etc.)
  • Attendance tracking of all LOBs
  • AHT Reporting and tracking of all LOBs
  • Staff time and schedule adherence tracking
  • Billing reporting - FTE and ACD
  • VL Tracking
  • Attrition Reporting
  • CAP Plan call representation with GWFM
  • Schedules coordination with GWFM
  • Budget coordination, finance related tasks
  • Attendance incentives maker
  • ECN Processing for transfers and attrition
  • Incident ticket for system issues
  • Daily seat assignment
  • Productivity and performance analytics
  • Wall board set-up POC
  • Primary Qualifications :

  • Strong Attention to Detail
  • Problem Solving and Decision Making Skills
  • Communication Skills
  • Customer Service Orientation
  • Time Management
  • Flexibility and Adaptability
  • Functional / Technical :

  • Proficiency in MS Excel and other MS Office Applications
  • Statistical Background
  • Knowledge in Call Center KPIs and Scheduling / Monitoring tools
  • Eligibility Criteria :

  • Minimum of 2 years of continuous service in current role
  • Employees who transfer to another program / unit in the same role are required 2 years of continuous service in the role and at least 1 year of service in the new program / unit to be eligible
  • Employees with less than 2 years’ continuous service in their current role will need their supervisor’s approval prior to applying for an internal job posting
  • Has not been subjected to any disciplinary action where the sanction is final warning in the last 12 months
  • Performance Rating of 3-Consistently Strong for the previous Year-End review
  • Applicants who applied for this position in the last twelve months need not reapply
  • Primary Location

    APAC-PHL-National Capital-Manila

    Job Category

    Operations Customer Service

    Education Level

    Associate's Degree / College Diploma


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