Workforce Analyst

E-Teleconnect, Inc.; Parañaque; On-site; PHP 240,000 - 360,000; Full time

Job summary

E-Teleconnect, Inc. is seeking a Workforce Analyst to manage service levels across programs, coordinate staffing and reporting. The role focuses on forecasting, trend analysis, and optimizing delivery processes within a busy contact center.

The candidate should have advanced Excel skills, be detail-oriented, and able to produce regular performance reports. This is a full-time position based in Metro Manila with standard shift patterns.

Qualifications

• Demonstrate sound work ethic.
• Must have advanced level Microsoft Excel skills.
• Ability to create reports in Excel and forecast results.
• Attention to detail and high level of accuracy.
• Ability to multi-task, focus and complete reports for extended periods of time.
• Previous call center experience required.
• Previous Work Force Management experience is considered an asset.

Responsibilities

• Manage the call volume, daily attendance and program break schedules.
• Assist with creation of metrics and targets for services.
• Work closely with the operations team to analyze and improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Produce daily, biweekly and monthly internal reports.
• Use trends and reports to forecast requirements.
• Assist with projects and other duties as requested or assigned.

Skills

Demonstrate sound work ethic

Attention to detail

Multi-tasking

Forecasting

Tools

Microsoft Excel

Job description

The Wokrforce Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities:

• Manage the call volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Skills and Qualifications:

• Demonstrate sound work ethic
• Must have advanced level Microsoft Excel skills
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous call center experience required
• Previous Work Force Management experience is considered an asset

Job Type: Full-time

Schedule:

• 8 hour shift