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MIS and Workforce Management Analyst

Description:

The role directly supports the CCC team and serve as MIS and Workforce Management Analyst in a contact center environment

Candidate’s key stakeholders will be operations leadership, human resources, business excellence, finance and resource planning teams



Requirements:

MIS

  • Provide support and maintenance to existing management information systems (MIS)
  • Generate and distribute management reports in accurate and timely manner
  • Provide recommendations to update current MIS to improve reporting efficiency and consistency
  • Perform data analysis for generating reports on periodic basis
  • Develop and support MIS system for performance management and internal communication
  • Provide strong reporting and analytical information support to management team
  • Generate both periodic and ad hoc reports as needed
  • Participate in cross-functional meetings to resolve recurring MIS related issues
  • Provides analytical support for special projects

WORKFORCE MANAGEMENT

  • Prepares intraday reports on staff attendance; Monitor intraday attendance and schedule adherence.
  • Manages changes to scheduling to ensure adequate daily resource coverage.
  • Communicate with management and operations team to ensure compliance with company standards.
  • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
  • Analyze PTO submissions and support approval/denial decisions based on their effect on operations.
  • Processes schedule trade requests for posted schedules
  • Processes management requests for modifications of scheduling events (meetings/training, etc.).
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.

KEY COMPETENCIES:

  • Expert user of Excel
  • Strong problem solving and analytical skills.
  • Ability to produce meaningful results from data.
  • Experience in consolidating and analyzing data sources.
  • Understanding of queuing theory and Call Centre mathematics.
  • Excellent written and verbal communication skills.
  • Superior collaborative working abilities.
  • Attention to detail and in-depth planning, organizational and time management skills.
  • Comfortable learning new applications quickly with minimal direction.
  • Experience forecasting in call center environments

ASSETS:

  • Experienced user of VBA and/or Tableau
  • Experience in using large databases with complex relationships between tables
  • Experience in scheduling in a call center environment
  • Experience in daily monitoring in a call center environment
  • Strong familiarity with Call Centre scheduling software such as IEX

Salary: ₱40000 - ₱45000
Address: 8th Floor Sun Life Centre, 5th Avenue Corner Rizal Drive, BGC, Taguig City, Philippines