Workforce and Reporting Analyst.
Five9
Manila, Manila, PH
6d ago

Key Responsibilities :

  • Run Management and WFM Reports
  • Create Reports and Dashboards in Salesforce
  • Create Cards / Reports in DOMO
  • Provide feedback to management team using performance and trending analysis
  • Use workforce management software and call volume history to help manage SL’s and to determine the most effective method for staffing adjustments
  • Analyze call volume patterns and overall service requests that may come in via other channels such as email and from the web
  • Maximize headcount utilization to meet or exceed service level requirements
  • Design, generate, and coordinate schedules and forecasts
  • May act as a resource for others and coordinate other activities
  • May provide training on report / dashboard creation to Management as needed
  • Perform other duties as assigned by management
  • Qualifications :

  • Bachelor’s degree or higher from a reputable institution or the equivalent in relevant work experience
  • 3+ years of relevant work experience in a call center related role such as : workforce analyst or reporting analyst
  • 3+ years experience with Workforce Systems such as Avaya, CMS, IEX, eWFM, Blue Pumpkin, etc is desired (Verint experience is a plus)
  • Experience in SAP, object-oriented programming and other data analysis programs or BI tool is required (DOMO preferred)
  • Intermediate to advance knowledge of MS Excel; writing script in macro is an advantage
  • Experience with MS Access and SQL is an advantage
  • Ability to create, update, and share databases is an advantage
  • Advanced knowledge in data mining, data analysis and dashboard creation
  • Strong troubleshooting and report writing abilities
  • Proven experience creating data-driven knowledge that promotes profitability.
  • Capacity to train staff / colleagues in foundational data entry techniques
  • Willing to work a night shift schedule
  • Strong analytical and problem solving skills
  • Ability to operate with minimal guidance; must be able exercise sound judgment and decision making in challenging situations
  • Possesses an ability to prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
  • Positive, can do attitude and willingness to jump in and help wherever needed is required
  • Excellent RA’s are encouraged to apply
  • LI-MB1

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