Workforce Management Analyst
E-Solutions IT Services
Job Description
Benefits
Government Mandated Benefits
13th Month Pay, Pag-Ibig Fund, Philhealth, SSS/GSIS
Insurance Health & Wellness
HMO
Time Off & Leave
Sick Leave, Vacation Leave
Description
- 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.
Requirements
- 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.
Mary Joy Glocel Geulin
HR OfficerE-Solutions IT Services
More than ten replies today
Working Location
WNS Philippines, Exxa Tower. Quezon City, Metro Manila, Philippines
Posted on 17 March 2025
Explore similar jobs
View more similar jobsData Analyst (Lead Management II)
Reed ElsevierNegotiable
On-site - Quezon City1-3 Yrs ExpEdu not requiredFull-time
BossHR Manager
Sales Analyst
JR&R Distributors Inc.₦713.3-855.9K[Monthly]
On-site - Quezon City3-5 Yrs ExpBachelorFull-time
Ji-Ann De LunaHR Officer
Office Staff - Claims Analyst
Helpro Multipurpose Cooperative₦428-570.6K[Monthly]
On-site - Quezon CityFresh Graduate/StudentBachelorFull-time
Melrose SucgangRecruitment Head
Business Process Analyst - Shipping & Logistics
E-Solutions IT Services₦1.4-2M[Monthly]
On-site - Quezon City3-5 Yrs ExpBachelorFull-time
Mary Joy Glocel GeulinHR Officer
Data Analyst, Benefits Data Source (Night Shift)
WTWNegotiable
On-site - TaguigFresh Graduate/StudentBachelorFull-time
BossHR Manager
Sign In to Chat with Boss
Bossjob Safety Reminder
If the position requires you to work overseas, please be vigilant and beware of fraud.
If you encounter an employer who has the following actions during your job search, please report it immediately
- withholds your ID,
- requires you to provide a guarantee or collects property,
- forces you to invest or raise funds,
- collects illicit benefits,
- or other illegal situations.
