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MIS Workforce Manager

Description:

Roles and Responsibilities:

·        Analysis – Strong Analytical skills

·        Should be able to handle and achieve the departmental requirements.

·        Knowledge of VBA, MS Access, SQL preferable.

·        Maintaining secrecy of data.

·        Knowledge (what the person must know): Understanding of operational process, logical thinking, reporting and analysis.

·        Should be open to change; multi-tasking skills.

·        Team management.

·        Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.

 

Key Deliverables (KRA/Measure):

·        Accurate and timely reporting.

·        Client Management – Internal and External

·        Ability to work on data and generate various types of dashboards, reports/ad-hoc reports.

·        Meeting client requirements within TAT and with accuracy.

·        Ability to handle high level data analysis and data.

·        Ensure all SLA’s related to business in terms of MIS like Service Level, Abn %, etc. are met consistently.

·        Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue.

·        Should look at revenue enhancement opportunities within the business.

·        Should contribute to the business by proactively providing solutions to preempt possible situations which could impact performance/revenue.



Requirements:

Skill Sets:

·        Should have sound knowledge of WFM – Planning, Scheduling, Forecasting, Real-Time Management, Reporting.

·        Good on communication all round and able to control the flow of conversation to effectively communicate to one and all.

·        Should have good excel skills and be able to up-skill the team on excel skill sets if required, be hands on with creating reports.

·        Knowledge of VBA/SQL preferable.

·        Should have exposure to Aspect/IEX/BP standard WFM tools.

·        Should be sound in his knowledge of Avaya CMS.

·        Should be able to think on the feet to make decisions related to steps which would impact business.

Experience:

·        Should have WFM experience (please refer to the section “Skill Sets”) for a minimum of 5 years and overall experience of 8 years in the Call Center Industry.

Salary: ₱70000 - ₱75000
Address: 6F eBloc 3 IT Park Apas Cebu City