Workforce Analyst

E-Teleconnect; Parañaque; On-site; PHP 350,000 - 550,000; Full time

Job summary

E-Teleconnect in the Philippines seeks a Workforce Analyst to ensure service level agreements are met across programs. You will manage call volume, attendance and break schedules while collaborating with the operations team.

The role requires advanced Excel skills, ability to forecast results and produce comprehensive reports daily, biweekly and monthly. Prior call center experience is essential, with workflow optimization as a key focus.

Qualifications

• 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 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

Advanced MS Excel

Forecasting reports

Report generation

Attention to detail

Multitasking

Call center experience

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