Intraday Analyst (Temporary)

Quantrics Enterprises Inc.; Taytay; On-site; PHP 279,000 - 390,600; Full time

Job summary

Quantrics Enterprises Inc. is seeking a Workforce Management professional based in Taytay, Rizal, Philippines. The ideal candidate will partner with the Operations Team, monitor attendance, and integrate with various partners like Bell to enhance service delivery.

Preferred qualifications include an associate’s degree and at least a year of relevant experience. Strong analytical, communication, and time management skills are essential, along with proficiency in Microsoft Office.

Qualifications

• At least 1 year of relevant experience in Workforce Management or a similar role is an advantage.
• Ability to work in a 24/7 shifting schedule, including night shifts and holidays.

Responsibilities

• Partner with the Operations Team to manage agent adherence and schedule conformance.
• Monitor queue performance to formulate strategies for staffing needs.
• Generate ideas for process and service improvement.

Skills

Analytical Thinking

Communication

Attention to Detail

Time Management

Proactive Problem-Solving

Microsoft Office Proficiency

Education

Associate’s degree in a related field

Tools

NICE IEX

Genesys

Avaya CMS

Job description

Responsibilities

• Partner with the Operations Team to manage agent adherence, schedule conformance, and absenteeism
• Work with the Operations Team and the client (Bell) to identify, analyze, and provide recommendations to mitigate issues affecting our ability to meet requirements
• Monitor queue performance and volumes to enable formulation strategies to mitigate surplus or shortfall of supply
• Ensure that schedule corrections and activity validation is done in a timely fashion
• Coordinate production of ad‑hoc requests from our Bell partners
• Works with the Operations Team and Bell Partners to resolve technical outages and agent availability concerns
• Monitors, audits and produces daily and weekly internal reports for absenteeism and staffing and provide feedback to other NQX and Bell WFM partners
• Monitors and audits attendance of Ops Team Leaders
• Generate ideas for process and service improvement planning
• Assist with projects and other duties as requested or assigned

Competencies

Core Competencies (Must‑have Competencies)

• Analytical Thinking: Ability to assess data and performance trends to make informed, real‑time decisions that positively impact service delivery.
• Communication: Strong verbal and written communication skills to coordinate effectively with both internal teams and external partners.
• Attention to Detail: Highly detail‑oriented to ensure accuracy in monitoring, reporting, and adherence management.
• Time Management: Excellent multi‑tasking, prioritization, and organizational skills to manage competing demands efficiently.
• Proactive Problem‑Solving: Able to anticipate challenges and take initiative to implement solutions without constant direction.
• Microsoft Office Proficiency: Skilled in using Microsoft Office applications (Word, Excel, PowerPoint, Outlook) to efficiently manage data, create reports, and communicate effectively.

Complementary Competencies (Good‑to‑have Competencies)

• Technical Proficiency: Familiarity with WFM tools and platforms such as NICE IEX, Genesys, and Avaya CMS.
• Adaptability: Comfortable working in a fast‑paced, dynamic environment with minimal supervision.
• Team Collaboration: Willingness to work collaboratively with different teams and stakeholders to achieve common goals.

Qualifications

Educational Qualification/s

• Associate’s degree in a related field preferred.

Professional Qualification/s

• At least 1 year of relevant experience in Workforce Management or a similar role is an advantage.

Work Conditions

• Ability to work in a 24/7 shifting schedule, including night shifts and holidays, as required.
• Expected to follow company’s onsite reporting policy.

Performance Qualifications

• Demonstrated ability to work autonomously in high‑pressure, time‑sensitive situations.
• Proven track record of delivering timely and accurate reports and insights.