Senior Workforce Analyst

Ubiquity Global Services, Inc.; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A global service provider in Taguig is seeking an experienced MIS/WFM specialist to manage agent seat allocation and ensure data accuracy. The ideal candidate has at least 2 years of experience, advanced skills in G Suite and Excel, and knowledge in SQL and visualization tools. This role requires excellent time management and the ability to work onsite during graveyard shifts.

Qualifications

• Minimum 2 years of experience in MIS/WFM role.
• Experience in extracting data from CMS and other reporting platforms.
• Advance user of G Suite Apps and Excel.

Responsibilities

• Manage global seat allocation for agents.
• Ensure accuracy of analyzed data.
• Assist in new program sizing.

Skills

Data analysis

Forecasting

Capacity planning

Time management

SQL

Excel

Tools

G Suite Apps

MS Office

Visualization tools

Job description

Responsibilities

• Manage the global seat allocation for agents.
• Consolidation of data across all programs.
• Analyzes gathered data and ensures utmost accuracy.
• Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity.
• Assist WFM Planner on new program sizing.

Knowledge, Skill Set & Qualifications Required (External)

• Minimum 2 years of experience in MIS/WFM role with basic understanding of scheduling, forecasting and capacity planning.
• Experience in extracting data from CMS and other reporting platforms.
• Experience in automating task/reports that are manual to reduce cycle time and defects.
• Advance user of G Suite Apps, Excel and other MS Office applications.
• Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools.
• Experience in developing dashboards with useful visualization.
• Must have a good attendance record.
• Amenable to work onsite and graveyard shifts.
• Excellent time management and prioritization skills.