- Gather data, assist in maintaining reports, and assist in analyzing trends in a timely manner to help improve the efficiency and effectiveness of the support teams.
- Perform a wide variety of tasks and change tasks quickly as demands change to respond to new priorities and maintain efficient operations.
- Convey ideas orally and/or in writing with a clear, concise, organized, and articulate style using a format that is appropriate for the target audience.
- Address operational issues in a timely manner while keeping appropriate levels of leadership informed of the current situation and progress.
- Assist with the development of new and/or redesign current processes based on long-term strategies of the department.
- Ensure all appropriate resources and documentation are available to support projects.
- Demonstrate a desire to work in a highly dynamic environment, requiring proficient organization and time management skills.
- Ensure that the identified back-up(s) are trained to appropriately fill-in for this role during absences.
- Previous experience in workforce management, in a contact center environment preferred.
- Experience with excel, and experience with Workforce Management software, and basic knowledge of contact routing software is preferred.
- Experience with monitoring of work is desired.
- Experience with Talkdesk and Salesforce Preferred.
- You put customers first in all that you do and recognize the importance of your role in supporting our customer-facing teams.
- You are a self-starter, self-motivated, and self-disciplined.
- You are comfortable with ambiguity and embrace change.
- Your ability to prioritize tasks in a fast-paced environment helps you thrive as a member of a dynamic team.
- Your detail-oriented nature helps you identify opportunities to improve processes.
- Proficient in Microsoft Office applications (Outlook, Excel, Power Point, and Word)
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Workforce Management Analyst - Taguig, Philippines, Pilipinas - Lone Wolf Technologies
Paglalarawan
JOB SUMMARY:
As a Workforce Management Analyst, you will be responsible for providing support to the Sr. Workforce Management Analyst within the Support Operations Department and the Customer Support Teams. You will provide support in the areas of monitoring of real time phones, chats, case work, as well as assisting in scheduling, and intraday reporting as well as other WFM needs as they are assigned.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
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QUALIFICATIONS:
KNOWLEDGE/SKILLS/ABILITIES:
Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.Incumbent(s) may be asked to perform other duties in addition to those described above.
Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.
