- Must be amenable to work 100% onsite at our Eastwood Site
- At least 3 years of experience in Workforce Management
- Excellent skills in scheduling and real-time time management is a must
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Flexible and willing to work in shift schedules
- Generates schedules accordingly to meet the business requirements enabling superior customer service
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
- Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data
- Regularly performs volume and performance analysis and proactively communicate possible impacts to business
- Supports management with all necessary reports and planning models to facilitate the process of decision making
- Monitors actual activities and compare it to plan and make recommendations for immediate changes
- Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
- Ensures that pre-planned activities are being scheduled in advance and communicated effectively
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
- Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
- Executes skill change and reallocation requests and initiatives
- Provides recommendations in case of understaffing/overstaffing
- Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
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Qualifications: · Bachelor's Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise · At least 1 year of previous experience with data analysis · At least 2+ year Workforce Management (WFM) functions exper ...
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Workforce Management Analyst - Quezon City - WNS
Paglalarawan
Qualifications:
Job Description:
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Management Analyst
Para lamang sa mga rehistradong miyembro Quezon, Metro Manila
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Asset Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
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Asset Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
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Systems Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
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Asset Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City, National Capital Region
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Workforce Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City, National Capital Region
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Project Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
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Workforce Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
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Workforce Management Analyst
WNS Careers - Philippines- Quezon City
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Workforce Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
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Project Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City, National Capital Region
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management analyst coordinator
Para lamang sa mga rehistradong miyembro Quezon City
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Systems Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
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Software Asset Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
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Workforce Management Analyst III
Para lamang sa mga rehistradong miyembro Quezon City
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Customer Data Management Analyst
Para lamang sa mga rehistradong miyembro Quezon, Metro Manila
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Software Asset Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City, National Capital Region
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Software Asset Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
-
Software Asset Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City
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Software Asset Management Analyst
Para lamang sa mga rehistradong miyembro Quezon City, National Capital Region