Workforce Management Analyst

Schneider Electric Gruppe; Cavite City; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading company in energy management seeks a Workforce Management Analyst to enhance service delivery in a multicultural environment. The role involves data analysis, report management, and collaboration with teams to ensure service level agreements are met. Ideal candidates should have WFM experience and strong Excel skills.

Benefits

Global family leave

Comprehensive medical coverage

Worldwide Employee Stock Ownership

Qualifications

• Minimum of 3 years experience in WFM functions.
• Experience in real-time management in a contact center.
• Advanced skills in Microsoft Excel, including formulas and VBA macros.

Responsibilities

• Develop and maintain reports for monitoring phone activity.
• Collaborate with the operations team to enhance delivery processes.
• Monitor phone activity and take necessary actions.

Skills

Attention to detail

Advanced Microsoft Excel

Verbal communication

Written communication

Multi-tasking

Tools

IEX

CMS

Avaya

Symposium

Blue Pumpkin

Job description

Job Description - Workforce Management Analyst (009GK9)

Great People make Schneider Electric a great company.

Do you dream of working in a company driven by a meaningful purpose that continuously fosters an inclusive environment where you are empowered to do your best and be innovative? Start making an IMPACT!

The Role: Workforce Management Analyst

The Workforce Management Analyst role aims to improve Service Delivery by managing and ensuring that the service level agreements for various programs are met by the contact center. As a WFM Real Time Analyst, you will provide operational support for our 24/7 multichannel projects, scheduling to meet our business needs.

What will you do?

• Develop, run, and maintain regular reports requested by management to monitor phone activity over various periods. These reports will include data impacting phone service levels (call volume, attendance, CSR availability, etc.).
• Collaborate closely with the operations team to analyze and enhance their delivery processes.
• Maintain, schedule, and test incoming projects (skill sets, phone lines, scripting, patching), providing updates to business leaders on processes and outcomes.
• Monitor phone activity and take necessary actions. Keep an eye on live data such as calls on hold and long wait times, and notify management of concerns for prompt action.
• Assist with projects and other duties as assigned or requested.

Who would be successful?

• Minimum of 3 years experience in WFM functions, specifically real-time management, in a multi-department/site contact center environment.
  Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is an asset.
• Advanced Microsoft Excel skills, including formulas, with proficiency in Word and Email. VBA macros are an asset.
• Strong knowledge of major operating systems (Microsoft, Unix/Linux, Novell).
• Ability to create reports in Excel and forecast results.
• Attention to detail and high accuracy.
• Ability to multi-task, focus, and complete reports over extended periods.
• Ability to work in a multicultural environment with regional responsibilities.
• Excellent verbal and written communication skills.
• Willing to work in Cavite on a rotating schedule.

What’s in it for me?

• Global family leave.
• Comprehensive medical coverage for employees and dependents.
• Worldwide Employee Stock Ownership.

Who will you report to? Operations Manager and Country Stakeholder

Why us?

• Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy safely, efficiently, and sustainably. We promote a global economy that is both ecologically viable and highly productive.
• Over 150,000 employees across 100+ countries.
• 45% of revenue from IoT.
• 5% of revenue dedicated to R&D.

Video Link: https://youtu.be/J0cFSdFpI24

Let us learn about you! Apply today.

You must submit an online application to be considered. This position will be posted until filled.

Schneider Electric is committed to equal employment opportunities for all individuals, regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other protected characteristic.