iFive Global
iFive Global

Workforce Analyst  

iFive Global

  • Quezon City, Philippines
    8th Floor, Quezon City, Metro Manila, Philippines
    Quezon City
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 18 days ago

2022-11-14T16:00:00+00:00
Job closed.

Job Description

Job Description

The WFM Analyst is responsible for real-time management of the center and/or program’s service level performance and other KPIs. This includes ensuring that agents remain in adherence to their plotted on and off phone schedules and that activities continue to occur as planned or as best as performance allows. The RTA is responsible for deploying well analyzed mitigation strategies when the following (but not limited to) are off target:

Responsibilities:

  • Monitor queue and staffing status for all contact types and execute defined strategies to effectively respond with the corresponding actions to mitigate off target attainment.
  • This includes, but not limited to agent re-skilling, leveraging overtime and support hours and deploying additional time offs to prevent staffing above required.
  • Facilitate daily Touch Point meetings with OPS, CS and other departments to convey strategies and leverage support towards successful
  • Prepare, maintain and update WFM SOP documentations as identified and requested during center downtime
  • Make recommendations toward performance improvement in all of WFM Driven / managed KPIs
  • Accurately document key events that impact performance as they happen

Benefits

  • HMO benefits for you beginning day ONE, with an additional (1) Company-covered Dependent after 90 days
  • At least 18 Days of Paid Time Off
  • Mental Health counseling
  • Dynamic Team Environment
  • iFive is the place where you are never "just a number!"​

Minimum Qualifications

Requirements

  • Graduate of any Bachelor's degree
  • Must have at least 2 years experience
  • Experience in forecasting, planning and scheduling calls/ contacts or work volumes is a plus
  • Excellent English communication and analytical skills
  • Proficient in MS Office applications
  • Experience in MS Access Database is a plus
  • Knowledge in SQL or Crystal Reports is a plus
  • Proficiency with Excel, Pivot, Charts, and formulas
  • Strong analytical and planning skills;
  • Good communication and presentation skills;
  • Excellent problem-solving skills;

Jobs Summary

Job Level
Entry Level / Junior, Apprentice
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
8th Floor, Robinsons Zeta Tower, C5 Road, Quezon City, 1800 Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
https://ifiveglobal.zohorecruit.com/jobs/Careers

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About iFive Global

IFIVE, INC. was created in 2018 to provide service and value to our customers in the medical and legal fields. Building on our management team's decades of experience in these fast moving markets, IFIVE supports our customers through call center and medical data analytic products. As US medicine evolves over the next several years, IFIVE will be there supporting our customers through our quality, innovation, and incredible Philippine-based delivery teams to meet the challenges coming our way.

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