Reports and Workforce Analyst

AddForce Human Resources Solution Inc.; Mandaluyong; On-site; PHP 406,224 - 486,576; Full time

Job summary

A staffing solutions company in Mandaluyong City is seeking Reports and Workforce Analysts to analyze data from Five9 cloud-based systems, develop reports, and collaborate with diverse teams. The ideal candidate holds a Bachelor's degree and has 1-2 years of experience, with proficiency in Excel and SQL. This role requires strong attention to detail and excellent communication skills to present insights effectively.

Qualifications

• 1-2 years of relevant experience as Reports and Workforce Analyst using Five9 is required.
• Proficiency in Microsoft Excel, SQL, Power BI, Tableau, or other reporting tools.
• Attention to detail and data accuracy.

Responsibilities

• Collect, clean, and analyze data from various sources.
• Develop and maintain reports, dashboards, and visualizations to track performance metrics.
• Identify trends and insights to support business strategies.
• Collaborate with different teams to understand reporting needs and provide solutions.
• Provide recommendations based on data analysis.

Skills

Five9 cloud based contact center solutions

Microsoft Excel

SQL

Power BI

Tableau

Data accuracy

Excellent communication

Education

Bachelor’s degree in Business, Statistics, Computer Science, or a related field

Job description

Position: Reports and Workforce Analysts

Salary Budget: 40,000

Shift Schedule: Permanent nightshift and PH holiday work

Work Set-up: Permanent onsite work

Location: Mandaluyong City

Required Experience: Five9 cloud based contact center solutions

Job Description

• Collect, clean, and analyze data from various sources, having an experience with Five9 cloud based contact center solutions is required in the role.
• Develop and maintain reports, dashboards, and visualizations to track performance metrics.
• Identify trends and insights to support business strategies.
• Ensure data accuracy and integrity in all reports.
• Collaborate with different teams to understand reporting needs and provide solutions.
• Automate reporting processes for efficiency.
• Provide recommendations based on data analysis.
• Support management with ad-hoc reports and deep-dive analyses.
• Analyze historical data to forecast call volumes, workload, and staffing needs
• Create and adjust agent schedules based on business demand.
• Monitor real-time adherence and performance to ensure efficiency.
• Identify and recommend process improvements for workforce management.
• Provide reports on workforce trends, service levels, and agent productivity.
• Collaborate with operations, HR, and management to optimize workforce strategies.
• Use workforce management (WFM) tools to track and manage agent schedules.
• Assist in capacity planning and business continuity planning.

Qualifications

• Bachelor’s degree in Business, Statistics, Computer Science, or a related field.
• Strong 1 -2 years of relevant experience as Reports and Workforce Analyst using Five9 is required for the job.
• Proficiency in Microsoft Excel, SQL, Power BI, Tableau, or other reporting tools.
• Attention to detail and data accuracy.
• Excellent communication skills for presenting data insights.