Workforce Management Analyst

Home Credit Philippines; Quezon City; On-site; PHP 180,000 - 240,000; Full time

Benefits offered by this job

HMO on Day 1 and dependents coverage

Wellness Leaves and Birthday Leave

Internal career mobility

Job summary

Home Credit Philippines is seeking a Dialer Support specialist to monitor campaigns, run schedules, and resolve Jira tickets within SLA. You will oversee real-time queue, campaign, and agent status via CCPulse, conduct test calls, and adjust campaign setups as needed.

The role requires weekend work with two rest days and at least 1 year of Dialer Support experience. We offer health benefits, wellness programs, and opportunities for internal mobility and learning.

Qualifications

• Must have 1+ year of experience as a Dialer Support (Outbound/Inbound).
• Strong communication and analytical skills are essential.
• Willingness to work weekends with two rest days.

Responsibilities

• Monitor real-time queue, campaigns, and agent status via CCPulse.
• Check campaign scheduler and run manually if needed; ensure campaigns start/stop on time.
• Resolve Jira tickets within SLA and route issues to the proper group.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Tools

Genesys

CCPulse

Jira

Job description

What You’ll Do

• Checking if new call list was generated without issues including all procedures in the morning if it runs completely, properly and in correct sequence. Checking of Affinity in the morning for possible error and promptly report if there is a known issue.
• Check if Genesys campaign scheduler is running as expected and do manual run if needed. Ensure that campaigns started and stop on time.
• Real-time queue, campaigns, and agent status monitoring thru CCPulse Application.
• Manage and resolve different ticket requests in Jira within SLA.
• Reporting and forwarding of issues to proper group/channel if request ticket is misrouted to dialers.
• Proactively report any incidents observed that may impact calling production.
• Collect information from users and extracting samples during issues that is needed for investigation.
• Timely sending of intraday report both for regular campaigns and voicebot.
• Attending and presenting campaign status in intraday meetings every 9am and 3pm. Attending and presenting for Weekly Business Review.
• Tracking, updating, and ensuring that logbook for issues is always updated.
• Ensuring that confluence is updated with recent changes.
• Manage CCPulse views, templates, and update team groups.
• Conduct test calls when needed to ensure that everything is in place and working.
• Adjusting of campaign setup when there is new update or change request that need to be deployed.

What You Need to Have

• Must be amenable working on weekends (guaranteed 2 days rest day)
• At least 1 year of experience as a Dialer Support (Outbound/Inbound)
• Up to 20% variable performance-based bonus
• HMO on Day 1 and HMO dependents coverage including same-sex partners
• Access to mental health and wellness partners
• Wellness Leaves and Birthday Leave
• Internal career mobility options
• Local and international learning opportunities

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.