Workforce Analyst

MED-METRIX INTERNATIONAL PH-I, INC.; Metro Manila; In loco; PHP 500.000 - 700.000; Tempo pieno

Descrizione del lavoro

MED-METRIX INTERNATIONAL PH-I, INC. is seeking a Workforce Operations Specialist to oversee attendance policy adherence, real-time efficiency, and offshore/onshore reporting. You will monitor queues, adjust schedules, and deliver weekly workload projections while collaborating with leadership.

The role requires strong leadership, experience in capacity planning and forecasting, and proficiency in Excel and Power BI. Onsite work is required in Metro Manila with cross-functional interaction.

Competenze

• Experience in Individual Contributor setup and Dynamic Organization structure.
• Strong leadership and strategic thinking abilities.
• Knowledge of Capacity Planning, Forecasting and Scheduling, and Real Time Management.
• Proficiency in Excel, Power BI and Automation.
• Google Sheets knowledge is a plus.
• Healthcare background preferred but not required.
• Willingness to work onsite.

Mansioni

• Directly reporting to the Workforce director.
• Manage attendance policy adherence (absenteeism report) and real-time efficiency (monitoring, queue management).
• Provide schedule adjustments, interval reports and off-phone schedules.
• Review volume and AHT (weekly and monthly) trends.
• Disseminate weekly workload projections and targets on time.
• Create trackers and maintain daily offshore reporting.
• Establish weekly cadence Offshore & Onshore counterparts.
• Act as liaison between operations and support teams and leadership.
• Work independently under minimal supervision.
• Comply with all policies, procedures, and regulations.
• Perform other duties as assigned by management.

Conoscenze

Leadership

Strategic thinking

Real Time Management

Capacity Planning

Forecasting

Scheduling

Independence

Strumenti

Microsoft Excel

Power BI

Automation

Google Sheets

Descrizione del lavoro

Job duties & responsibilities:

• Directly reporting to the Workforce director.

• Primary responsibility is to manage attendance policy adherence (absenteeism report) and real-time efficiency which is to do real time monitoring (aux callouts / queue management)

• Provides schedule adjustments, interval reports and off phone schedules .

• Responsible for reviewing volume and AHT (weekly and monthly) trends.

• Responsible in reviewing and ensure timely dissemination of weekly workload projections and targets.

• Offshore reporting needs which will require creating trackers and maintaining existing daily reports. Actively and consistently support all efforts to simplify and enhance the customer experience.

• Established weekly meeting cadence Offshore & Onshore counterparts.

• Act as liaison between operations and support teams to provide feedback to ensure all needs are effectively communicated with leadership team.

• Work independently under minimal supervision.

• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

• Perform other duties as assigned by management.

Qualifications:

• Experience in Individual Contributor set-up & Dynamic Organization structure

• Strong personality with leadership skill.

• Logical and strategic.

• With knowledge of Capacity Planning, Forecasting and Scheduling and Real Time Management.

• Expert proficiency in Microsoft Excel l Power BI l Automation

• Knowledgeable in Google Sheet is a plus.

• Preferred with healthcare background but not required

• Must be willing to work onsite.