Real Time Analyst

dnata Travel Inc.; Mabalacat; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

dnata Travel Inc. is seeking a Workforce Management Analyst to extract and organize data using Excel and WFM tools, serving as a Real Time Analyst SME to support performance delivery.

The role involves intraday management, escalation handling, audits, and staff development to ensure contractual obligations are met and operations run smoothly. Candidates should be able to work in Clark, Pampanga and relocate as needed.

Qualifications

• At least 1 year Workforce Management experience (any tower).
• Strong analytical and organization skills, including trend analysis.
• Proficient with time management.
• Ability to plan, prioritize and organize effectively / detail-oriented.
• Demonstrate ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
• A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
• Demonstrate flexibility to adapt quickly to departmental changes and conditions.
• Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
• Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
• Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
• Regular, punctual and consistent attendance.
• Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
• Ability to meet deadlines.
• Ability to work outside of normal schedule with little or no notice.
• Ability to perform additional tasks as assigned.

Responsibilities

• Extract, organize, and present data by maximizing the functionality of WFM applications and manual platform (Microsoft Excel reporting)
• Work as a Subject Matter Expert for Real Time Analyst functions
• Help develop Workforce Management staff in order to enhance performance delivery, meet contractual obligations, and maximize staff retention
• Internal and external Audit Management through effective processes and controls
• Be a scheduling specialist backup
• Conduct/attend trainings, share best practices, and facilitate knowledge transfer sessions to other Workforce Management members
• Intraday Management: Be an ambassador for Centralized WFM function for Intraday Management; Manage intraday activities on volume, KPI, and productivity activities in both front and back office-operating environment; Conduct full root-cause analysis on operational performance by turning findings to robust improvement plans; Effectively manage and respond to the variability of intraday management
• Escalation Management: Function as a 1st level of escalation on misses of Intraday Analysts; Function as 1st level of escalation on reporting inquiries and in troubleshooting reports
• Liaise with all levels of internal management, client, and dnata operations
• Other tasks may be assigned

Skills

Workforce Management experience

Data analysis

Excel reporting

Time management

Attention to detail

Independent work

Communication skills

HR & WFM policies

Problem solving

Multitasking

Teamwork

Education

High school diploma/GED

College degree preferred

Tools

Microsoft Excel

WFM software

Job description

Minimum Requirements:

• Applicants must be willing to work and relocate to Clark, Pampanga

• At least 1 year Workforce Management experience (any tower)

• High school diploma/GED required (College degree preferred)

• Strong analytical and organization skills, including trend analysis.

• Proficient with time management.

• Ability to plan, prioritize and organize effectively / detail-oriented.

• Demonstrate ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.

• A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.

• Demonstrate flexibility to adapt quickly to departmental changes and conditions.

• Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.

• Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.

• Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.

• Regular, punctual and consistent attendance.

• Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.

• Ability to meet deadlines.

• Ability to work outside of normal schedule with little or no notice.

• Ability to perform additional tasks as assigned.

Key Responsibilities and Accountabilities:

• Extract, organize, and present data by maximizing the functionality of WFM applications and manual platform (Microsoft Excel reporting)

• Work as a Subject Matter Expert (Subject Matter Expert) for Real Time Analyst functions

• Help develop Workforce Management staff in order to enhance performance delivery, meet contractual obligations, and maximize staff retention

• Internal and external Audit Management through effective processes and controls

• Be a scheduling specialist backup

• Conduct/attend trainings, share best practices, and facilitate knowledge transfer sessions to other Workforce Management members

• Intraday Management

  o Be an ambassador for Centralized WFM function for Intraday Management

  o Manage intraday activities on volume, Key Process Indicator, and productivity activities in both front and back office-operating environment

  o Conduct full root-cause analysis on operational performance by turning findings to robust improvement plans

  o Effectively manage and respond to the variability of intraday management

• Escalation Management

  o Function as a 1st level of escalation on misses of Intraday Analysts in misses in Service Level and challenges with Operations in executing real time action plans

  o Function as 1st level of escalation on reporting inquiries and in troubleshooting reports; provide inputs in terms of conceptualizing intraday reports that will drive efficiency

• Liaise with all levels of internal management, client, and dnata operations

• Other tasks may be assigned